About Us:

Our center in Budapest has been operational since 2014 and employs over 43 different nationals. 90% are locally hired resources, including over 40% women, 80% of the vendors are diversity suppliers. 

We serve multiple clients across various industries including healthcare, retail, manufacturing, technology, logistics, food chain, and chemicals. As an associate in Budapest, you’ll benefit from a great place to work – and there’s no better time to join. 

We’re continuing to invest in not only our people, but also our new modern and sustainable working environment.

Role Outline:

Working within one of the organisation’s campaigns the successful candidate will be responsible for providing comprehensive Voice and Email support to its Customers. This will range from offering end user support to co-ordination with vendor, client problem management team & other teams whilst delivering a high level of customer service and quality of service. 

Key Responsibilities:

• Voice Support & Email technical Support to ensure closure as per ITIL Incident Management process.
• Follow-up/ update ticket for every call to ensure timely closure.
• Call ownership, drive to resolution and communication with customer.
• Perform Life Cycle of Incident Management Process, starting with Incident Logging to Call Closure and customer satisfaction survey.
• Telephonic support to End Users and co-ordination with Vendors, Client Problem Management team and other Towers.
• Proactive monitoring & Perform documented Escalation process. 
• Troubleshooting on Application Support (Off Shelf or Customized)
• Troubleshooting on Printers & MFD’s
• Troubleshooting on VPN software and Collaboration tools
• Troubleshooting on Password Reset tools and Remote Control tools
• Troubleshooting of MS Windows & Office, Desktops, Laptops, iPAD Peripherals and Networking
• Troubleshooting Application and Workplace IT & Communications & Collaboration Support (including IP Telephony)
• Interaction with internal and external stakeholders 

Experience: 

• TCP/IP (IPv4, IPv6)
• MPLS
• Legacy and new access technologies: SDH/PDH/Sonet, Ethernet,
• Frame/ATM, ISDN, ELINE/ELAN, Wireless-EVDO/LTE/HSPA
• Protocols: BGP, OSPF, EIGRP, RIP, HSRP/GLBP
• VPN: IPSec, GRE, EasyVPN, DMPVN, Get-VPN
• QoS (including VzQoS profiles)
• Knowledge of Internet servers (DNS, SMTP, HTTP, FTP)
• Firewalls and Security devices and appliances

Skills and Knowledge:

• Ensure that all MN&S SLAs are upheld and that customer
• expectations are exceeded with regard to repair activities
• Problem Solving
• Employs a structured approach to questioning and adopts a logical
• troubleshooting methodology
• Team Work
• Demonstrates a the ability to work efficiently as an individual whilst
• contributing to team results
• Customer Focus
• Demonstrates the ability to be customer focused and through high
• quality communication, exceeds customer’s expectations.