The main focus of this role would be to provide support to the newly introduced system. Daily ticket handling, task resolutions, supporting various tool request while keeping all the SLAs and deadlines. Working together with various teams within Tesco, solving complex issues, and challenging requests. Being the first point of contact for internal colleagues as well as external stakeholders.
Responsibilities:
Checking incoming tickets, and request and answering them within the given SLAs, or forwarding the requests if out of scope
Contact responsible teams in order to resolve issues, and to explore problems to prevent them from happening again
Creative problem solving on complex and challenging issues and request, escalate issues if needed.
Find ways to improve service procedure, and automation possibilities in order to make the customer experience better and easier
Create SLA and KPI reporting, and make sure that daily, weekly and monthly targets are met
Educate customers and stakeholders for tool usage, and ask for feedback on customer experience
Work with CI team in order to improve satisfaction, productivity, and problem solving knowledge.
Requirements:
College/University education
Upper-intermediate English language knowledge
Advanced Czech or Slovak language
Up to 1 year professional experience
Helpdesk, system support experience would be advantage
MS Office
What we offer:
Tesco is a diverse and exciting employer, dedicated to being #aplacetogeton, providing career defining opportunities to all our colleagues. If you chose to join our business, we will provide you with:
Competitive Compensation package based on your experience and skills (Cafeteria, 10% shopping discount in every Hungarian Tesco store)
Career Growth is not just a cliché – we operate in 3 markets as one Central European business, so there are many opportunities for growth and development
Solid Business Background with more than 100 proud years of company history
We are a Great Team and we are not fond of any formalities here
Modern Office with great location (e.g.: free parking)
Flexible Working policy (e.g.: Home-office)
Language allowance
