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Designated Service Manager with French, Kraków

Client:

Experis

Location:

Kraków

Job Category:

Other

EU work permit required:

Yes

Job Reference:

2f09ef5c4851

Job Views:

14

Posted:

23.01.2025

Expiry Date:

09.03.2025

Job Description:

The Designated Service Manager (DSM) provides technical onboarding, technical discovery and adoption, incident management, technical troubleshooting, change management, escalation management, and regular Technical / Business reviews to their customers.



Join this exciting, global team providing high value support of Commercial and Enterprise-level SaaS-based Cloud and On-Prem Collaboration Services. Here, you will be working with new technologies in a fast-paced environment. In this critical customer-facing role, you will provide both proactive and reactive support for voice, video and data conferencing solutions including Webex Meetings, Webex Teams, Webex Calling, and Jabber, as well as select Unified Communications technologies.



Responsibilities:

• Working with a limited number of key accounts
• Building relationships that enable holistic customer support
• Managing incident resolution for Severity 1, Severity 2, and other critical cases
• Liaising with cross-functional teams to determine delivery criteria and solutions for emerging issues
• Providing proactive support for integrating application software into the customers IT environment
• Offering ongoing guidance to the customers help desk personnel as they provide internal support
• Building deep relationships with both IT personnel and senior leadership of the customer
• Serving as the customers trusted advisor
• Working closely with partners and the extended Cisco account team to achieve business outcomes

Requirements:

• 3 - 5 years in a Customer Support or Technical Support related position
• French - C1, English - B2
• Experience in Webex or equivalent voice / data / conferencing services, Jabber, and Webex Teams
• Strong knowledge of Telephony and collaboration technologies
• BS Information Technology, Computer Science or equivalent
• Excellent communication skills (written and verbal)
• Ability to understand and articulate technical information in a simple and concise manner
• Ability to work effectively with cross-functional stakeholders
• Great organizational skills and the ability to stay on task, achieving required milestones throughout the lifecycle of the customer engagement
• Ability and willingness to work flexible hours, as required
• Strong teamwork skills
• Must be a continuous learner that is comfortable with both live and on-demand / self-paced training
• Experience and expertise in conflict and issue resolution
• Detail-oriented, multi-task experience with the ability to manage multiple accounts / projects at once
• Creative, self-motivated, and self-directed

Nice to have:

• Experience with Cisco Unified Communications portfolio, Contact Center
• Cisco Technical Certifications, I.e., CCNA, CCNP, CCIE
• Other Certifications: ITIL
• Customer Relationship experience

Our offer:

• 100% remote
• MultiSport Plus
• Group insurance
• Medicover Premium
• e-learning platform

Company Description:

Experis to światowy lider rekrutacji specjalistów i kadry zarządzającej w kluczowych obszarach IT. Z nami znajdziesz konkurencyjne oferty zatrudnienia oraz ciekawe projekty IT skierowane zarówno do ekspertów z wieloletnim doświadczeniem, jak i osób, które dopiero zaczynają swoją przygodę w branży IT. We offer recruitment of managers and highly qualified consultants with expertise in IT. Experis is part of ManpowerGroup and has been named one of the worlds most ethical companies.

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