Service Desk Agent

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 design, manufacturing, 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.

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 calls, 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.

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 and Chinese, 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!