• Service Desk - Virtual Operations Team Manager

    Location CR
    Posted Date 3 weeks ago(3 weeks ago)
    Job ID
    688645
    Company
    Amazon Support Services Costa Rica, S.R.
    Position Category
    Customer Service
  • Job Description

    Amazon SJO Service Desk- Virtual Operations team is in charge of assisting virtual employees and new hires with IT connectivity. Among the type of contacts that this team can handle are first time connection support, self-service walk through, new hire connection questions, CSOS (Customer Service Operating System), CSC issues, VPN, Gemalto tokens, equipment and transfer escalation to Helpdesk. The Service Desk also has a Tier 2 support that currently provides a dedicated escalation format to T1 and leadership and also handle additional initiatives. The team manager will manage both tier1 and tier2 FR team, same as driving technical process improvements.

    Overall responsibilities include:
    Technical
    • Understands IT support, software, hardware and networking concepts
    • Uses/monitors the trouble ticketing system effectively
    • Manages multiple customer requests simultaneously. Listens to customer needs, resolves IT support issues, and escalates to senior team members if needed
    • Creates change management plans that are technically accurate and adhere to standard guidelines
    • Writes standard operating procedures, knowledge base articles and technical documentation
    • Is able to discuss technical issues with nontechnical customers, and represent the IT organization in meetings
    • Owns CSOS, Softphone, Day One connection for New Hires, PIN Support, Permissions, CSC issues and equipment replacement audit support for VCS

    Process improvement
    • Performs root cause analysis of IT issues and recommends solutions to prevent repeat problems
    • Suggest improvements to existing standard operating procedures
    • Delivers project tasks on time following standard procedures or guideline
    • Exercises good business judgment when making decisions, and knows when to escalate higher-level decision
    • Leading and/or participating in structured process improvement activities such as Kaizen Events
    Performance Management
    · Uses business metrics to measure team performance and keeps team focused on delivering results
    · Creates work plans and monitors accomplishment
    · Keeps others informed of information that contributes to the performance of the team, department or company
    · Will be responsible for auditing and coaching IT related support requests and troubleshooting for all of VCS.

    Manages Team/Stakeholders
    • Communicates effectively with customers, managers, and peers
    • Able to prioritize work for the team in line with business priorities
    • Participates in training employees, develops a successor and other members in the team
    • Develops and maintains productive working relationships
    • Contributes to strategic discussions with senior management
    • Strong verbal and written communication skills
    • Site communication/Alerts
    • Will accomplish the above by managing, updating and resolving ticket queues and providing phone, email and chat support. We are seeking candidates who can provide exceptional customer service to our internal customers and are willing to Work Hard, Have Fun and Make History.

    Basic Qualifications


    · Advanced studies in Computer Science or related.
    · 1-year experience managing technical teams and performance of 15+ employees
    · At least 2-year experience with a Service Desk, technical support background and understanding of computer/network concepts and terms.
    · Knowledge of ITIL/ITSM/Incident Management and ticketing systems
    · Process improvement demonstrated experience
    · Be able to effectively manage trouble tickets that are clear and concise to the issue and resolution
    · Strong soft skills to deal with escalated issues
    · Should be internet savvy and have technical aptitude, self-driven, to think in logical steps, motivated and task driven individual who can learn fast and operate with minimal support from manager.
    · Strong verbal and written communication skills
    · Should ensure uninterrupted internet connectivity during working shift so as to ensure maximum productivity.
    · Should ensure ‘Work-like’ environment with no disturbance during the work hours.


    Preferred Qualifications

    · Bachelors Degree Computer Science or related.
    · Lean Six Sigma certification.
    · Prior use and understanding of Amazon's Ticketing System.
    · Understanding of troubleshooting of Amazon's Main tools including but not limited to, Cisco any connect, VPN, CSOS, CSC and Softphone.
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