IT Operations Technical Support I (English & Spanish and/or French)
⚲ Poznań, Wilda
Do uzgodnienia
Opis stanowiska
Nasze wymagania:
Excellent verbal, written, and analytical skills in English, Spanish, and/or French
Desire to WOW the customer.
Knowledge or understanding of IT infrastructure.
O projekcie:
As an Operations Technical Support Specialist, you will be the face of the Service Desk and Lumen, interacting directly with our customers primarily via email and phone. Our Service Desk in Poznań serves as a single point of contact for customers 24 hours a day, 7 days a week, 365 days a year.
Our knowledge bases, procedures, and processes will help you ask the right questions and guide you through troubleshooting issues. When you open a case, you take ownership of it until resolution. However, you will never be alone in finding a solution. This is a team effort, and many situations require collaboration with colleagues in Poland as well as our global support teams.
Language Requirements: This role requires professional fluency in English and either Spanish or French, as you will support customers across multiple regions. Proficiency in all three languages (English, Spanish, and French) is highly desirable and considered a strong advantage.
Working Hours: This position is part of a 24/7 support organization and requires working on a rotating shift schedule, including nights, weekends, and public holidays.
Zakres obowiązków:
First point of contact for our clients, via multiple communications methods, per established customer service and quality guidelines.
Troubleshoot / fix issues on first contact if possible.
Troubleshoot, collection information and escalate to Tier 2 &3 support if not able to fix the issue right away.
Provide and obtain timely updates to/from relevant parties (internal and external), ensure all issues are chased throughout the incident life cycle, manage the resolution of issues and keep clients informed unless otherwise specified by specific client.
Keep ownership of tickets till resolution.
Follow Outage procedures and Support processes as required and keep Customers and Management up to date at all times.
Challenges the status quo and seek constant service improvements.
Using all available resources (including but not limited to: training, knowledgebase, intuition, and escalation resources), resolve or escalate customer incidents per established guidelines, processes, and service level agreements. i.e. Provide quality solutions in a timely manner.
Ensure ticket documentation is accurate and thorough.
Identify recurring incidents and trends and escalate appropriately.
Oferujemy:
Start or grow your career in the IT and technology industry.
Develop valuable technical and customer support skills through hands-on experience.
Work in an international environment using your language skills every day.
Be part of a team that supports global customers and delivers real business impact.
Enjoy a fully remote work model within Poland and a culture built on trust and flexibility.
Access learning and development opportunities to help you grow your career at Lumen.
Excellent verbal, written, and analytical skills in English, Spanish, and/or French
Desire to WOW the customer.
Knowledge or understanding of IT infrastructure.
O projekcie:
As an Operations Technical Support Specialist, you will be the face of the Service Desk and Lumen, interacting directly with our customers primarily via email and phone. Our Service Desk in Poznań serves as a single point of contact for customers 24 hours a day, 7 days a week, 365 days a year.
Our knowledge bases, procedures, and processes will help you ask the right questions and guide you through troubleshooting issues. When you open a case, you take ownership of it until resolution. However, you will never be alone in finding a solution. This is a team effort, and many situations require collaboration with colleagues in Poland as well as our global support teams.
Language Requirements: This role requires professional fluency in English and either Spanish or French, as you will support customers across multiple regions. Proficiency in all three languages (English, Spanish, and French) is highly desirable and considered a strong advantage.
Working Hours: This position is part of a 24/7 support organization and requires working on a rotating shift schedule, including nights, weekends, and public holidays.
Zakres obowiązków:
First point of contact for our clients, via multiple communications methods, per established customer service and quality guidelines.
Troubleshoot / fix issues on first contact if possible.
Troubleshoot, collection information and escalate to Tier 2 &3 support if not able to fix the issue right away.
Provide and obtain timely updates to/from relevant parties (internal and external), ensure all issues are chased throughout the incident life cycle, manage the resolution of issues and keep clients informed unless otherwise specified by specific client.
Keep ownership of tickets till resolution.
Follow Outage procedures and Support processes as required and keep Customers and Management up to date at all times.
Challenges the status quo and seek constant service improvements.
Using all available resources (including but not limited to: training, knowledgebase, intuition, and escalation resources), resolve or escalate customer incidents per established guidelines, processes, and service level agreements. i.e. Provide quality solutions in a timely manner.
Ensure ticket documentation is accurate and thorough.
Identify recurring incidents and trends and escalate appropriately.
Oferujemy:
Start or grow your career in the IT and technology industry.
Develop valuable technical and customer support skills through hands-on experience.
Work in an international environment using your language skills every day.
Be part of a team that supports global customers and delivers real business impact.
Enjoy a fully remote work model within Poland and a culture built on trust and flexibility.
Access learning and development opportunities to help you grow your career at Lumen.
🔍 Dekoder Ogłoszenia
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Desire to WOW the customer.
Oczekuje się od Ciebie wykraczania poza standardową obsługę klienta, co może oznaczać presję na osiąganie nierealistycznych celów satysfakcji.
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Knowledge or understanding of IT infrastructure.
Może oznaczać zarówno podstawową wiedzę, jak i potrzebę szybkiego uczenia się i przyswajania nowych informacji na temat infrastruktury.
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you will never be alone in finding a solution. This is a team effort, and many situations require collaboration with colleagues
Choć praca zespołowa jest podkreślana, może to również sugerować, że samodzielne rozwiązywanie problemów jest trudne lub rzadko możliwe.
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First point of contact for our clients, via multiple communications methods
Będziesz obsługiwać klientów przez różne kanały komunikacji, co może oznaczać dużą liczbę zgłoszeń i konieczność szybkiego przełączania się między zadaniami.
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requires working on a rotating shift schedule, including nights, weekends, and public holidays.
Praca w systemie zmianowym 24/7 oznacza konieczność pracy w niestandardowych godzinach, co może wpływać na życie prywatne.