Service Desk Agent

Labège Permanent

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About UnaBiz

UnaBiz’s mission is to accelerate data-driven business efficiency for its clients and partners with agility and ingenuity. 


The company specialises in sensor product designmanufacturing, and cloud platform services across a hybrid of low-power wide-area (LPWA).


UnaBiz envisions a closely connected world powered by simple technology because we believe in Less is More. By uniting people and technology, UnaBiz aims to create an impact on a massive scale, to help every person and every organisation on the planet live smarter, simpler, and in a more sustainable way.

Job description

Within the Customer Support team, part of the Service Delivery department, Service Desk Agents are in charge of:

  • Handling and manage triage steps for all service queries received by UnaBiz,
  • Achieving optimal customer satisfaction of partners and clients,
  • Ensuring compliance with SLA commitments for reactivity on these queries.


UnaBiz is looking for one Service Desk Agent to join their team, whose main responsibilities will be:


1) Operational procedures:

  • Be the single point of contact for service queries (via phone emails or tickets) from operators, partners and customers,
  • Ensure quality and efficient execution for all procedures linked to triage, troubleshooting, escalation, resolution and administration of all types of service queries, within the SLA commitments,
  • Work in collaboration with all internal teams for timely resolution of the queries, 
  • Gather and report indicators (Quality management steering, KPIs,…) on such procedures,
  • Continuously improve operational procedures according to strategic priorities, quality and cost objectives.


2) Knowledge management:

  • Actively contribute to the knowledge management database population, by creating, editing and updating knowledge or procedure articles,
  • Drive quality and completeness of the documentation within the database,
  • Contribute to on-boarding and training effort of service desk newcomers.


3) Automation and overall efficiency:

  • Identify lowest-value activities that are candidates for automation and/or scope redefinition,
  • Follow-up automation and development effort to reach better efficiency.


4) On-call rotations:

  • Be part of on-call rotations for 24/7 incident management reactivity,
  • Be in charge of incident management process during interventions.

Profile

What we are looking for:


  • Skilled worker degree with 3 years of experience in IT and/or customer support,
  • Good communication skills in writing and orally for over the phone support,
  • Strong focus on service delivery, customer satisfaction,
  • Good organisation and time management skills to reach identified and challenging goals,
  • Curious and willing to improve to reach good autonomy level,
  • Good analytic skills and reporting,
  • Enthusiastic, dynamic character,
  • Very good written and oral English, Chinese and other languages would be a plus,
  • Good communication and interpersonal skills.


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UnaBiz promotes inclusion and non-discrimination, and acts daily in favor of social mix, equality between women and men, and seniors. As a learning company open to diversity, we are ready to welcome extraordinary people and to adapt their jobs. At UnaBiz, we recruit personalities above all!

Labège
Permanent
Power byTaleez