High Availability Operations Manager (m/f) Portuguese/Spanish Speaker

Due to the successful partnership between SELLBYTEL and with one of the leading IT companies in the world we are currently looking for

High Availability Operations Manager (m/f) Portuguese/Spanish Speaker

Your main tasks:

• Provides best in class support to the customers through the timely resolution of incidents,
• Ensures case documentation is complete, legible and accurate,
• Performs escalation activities,
• Uses standard tools to receive alerts and monitor status of new service requests (cases) pushing through to resolution,
• Provides frequent external and internal status updates of the incident, communicates directly with the customer,
• Interacts with customers and internal teams in a coordinated fashion to ensure issue resolution,
• Ensures follow-up and closure of high priority issues with large strategic customers,
• Supports delivery of technical services to major accounts,
• Maintains a good relationship with the customer during the course of the analysis through the effective use of email, telephone, video conferencing and other collaboration methods,
• Drives the efficiency and effectiveness of the incident management process in After Hours Operations Team,
• Drives, develops and maintains the major incident process and associated procedures.

Our profile of preference

• Fluent in English
• Fluent in Portuguese and Spanish
• College (university) degree
• At least 3 years of experience in customer support,
• Outstanding communication skills (verbal and written),
• Experience in a business to business environment,
• Positive, flexible, team player and client oriented.

What we offer

• Full time position
• Available to work in shifts
• Extensive training on market leading products
• Personal development programs and mentoring to develop skills
• Possibility to participate in a growing project
• Good career prospects in a reputable company which rewards serious and hard workers
• Working place:Krakow