Business Tools Support Specialist

Mitel Networks; United States; Remote; USD 40,000 - 55,000; Full time

Job summary

A global technology company is seeking an entry-level IT Support Specialist to manage employee and partner/customer issues related to Business Tools. The ideal candidate will have strong communication skills and a degree in IT or Business. Responsibilities include incoming support requests and ticket management. This role offers opportunities for professional growth and flexible working hours.

Benefits

Professional Growth in a Global Company

Flexible Working Hours

26 Paid Vacation Days

Medical Care including Dental Care

Food Vouchers

Team Buildings and Company Events

Qualifications

• 0-2 years’ experience in a relevant field or successful work experience or internship.
• Language skills - English – C1; German – B2 is a strong plus.

Responsibilities

• Receive IT Business Tools service requests and issues at 1st support level.
• Document necessary information in the ticketing system.
• Solve tickets within agreed service level agreements.

Skills

Strong communication skills

Customer oriented

Problem solving skills

Analytical thinking

Basic technical/IT skills

Ability to learn quickly

Education

BS/BA or advanced degree in Business/Information Technology

Job description

Overview

Coordinates, diagnoses, troubleshoots, resolves incoming employee and partner/customer issues related to Business Tool Environment. Provides support services to users with issues and requests related to IT applications such as Identity Management, Order Management and Licensing Tools, CPQ, Salesforce, ServiceNow, etc. Provides timely resolution of problems or escalations to appropriate personnel.

Responsibilities

• Receiving customer and internal requests and issues related to IT Business Tools services at the 1st support level via various mediums (e-mail, self-service portal and a small amount by phone).

• Reading and/or listening to problem descriptions, information needs and support requests, while showing customer understanding and empathy as well as safeguarding our business interests and limiting the company’s liabilities and risks.

• Properly documenting all necessary information in the ticketing system.

• Creating, following up and updating tickets and assigning the correct priorities and categories.

• Interpreting and analysing the available information for determining the course of action to resolve the incident or fulfil the request.

• Solving tickets within agreed service level agreements or routing the sufficiently documented tickets to the appropriate level 2 and level 3 teams.

• Providing feedback, status and resolution information to the requestor and to the relevant stakeholders.

• Ensuring a high level of customer satisfaction through professional communication with user.

Requirements

• Strong communication skills; Customer oriented; Problem solving skills & analytical thinking; adaptive and learn quickly and proactively.

• Basic technical/IT skills; experience in Business tools support is a plus.

• BS/BA or advanced (University) degree in Business/ Information Technology related field - May be substituted for appropriate working experience (i.e. internship) where applicable.

• 0-2 years’ experience in relevant field or successful work experience or internship.

• Language skills - English – C1 (it is required that all main responsibilities and internal and external communication will be conducted in English language). Language School Certification is a plus.

• German – B2 (at least) is a strong plus.

What we offer?

• Professional Growth in a Global Company

• Individual Career Path

• Knowledge Sharing Programs and Trainings

• Mentor Support

• Flexible Working Hours

• Home Office

• 26 Paid Vacation Days

• 5 Wellness Fridays Vacation

• Medical Care including Dental Care, Glasses, etc.

• Referral Bonus

• Food Vouchers

• Multisport Card

• Store Discounts

• Team Buildings and Company Events

• Lounge and Game Areas

• Metro Station next to the Office

For more information, visit Why Mitel or follow us on LinkedIn here.

Mitel is committed to achieving workforce diversity and creating an inclusive working environment. Diversity makes sense for us, for our customers and for our future. We value different perspectives, skills and experiences, and welcome applications from all sections of the community.