Operations Support Desk Agent

KONE

12h

About The Position

Founded in 1910, KONE is a global leader that provides elevators, escalators and automatic building doors, as well as solutions for maintenance and modernization that add value to buildings throughout their life cycle. Our mission is to improve the flow of urban life and make our world’s cities better places to live by providing innovative solutions that help make people’s journeys safe, convenient and reliable. Our operations in over 60 countries around the world has helped us achieve our position as an innovation and sustainability leader with repeated recognitions by Forbes, Corporate Knights for clean capitalism and others. Job Overview Are you ready to make your next career move to join our team at KONE as our Operation Support Desk – Agent? Do you enjoy ensuring accurate and timely resolutions for tickets/calls related to mobile device management to ensure a premium customer experience? Do you communicate with confidence and follow pre-defined scripts to ensure an exceptional customer service experience where knowledge articles exist? Does leveraging critical thinking skills to assess the cause for the call/ticket, and offering proper solutions and escalations motivate you? Are you skillful with accurately logging tickets to ensure date is useful with on-going continuous improvement projects? Do you demonstrate a passion for quality and results? Are you committed to promoting a safety culture in your team? If you answered a resounding YES to these questions, then we have an amazing opportunity for you! Location of position: Moline, IL. Job Duties As our Operations Support Desk – Agent, you will successfully analyze, problem-solve and collaborate to ensure that objectives are completed by performing the required duties while working with your customers and colleagues. Your mission is to promote a positive culture by accomplishing safety and quality goals to achieve customer satisfaction and profitable business results.

Requirements

Associates or bachelor’s degree
1+ years of progressive and successful high-volume technical or customer support experience
5+ years of progressive and successful customer service / call center experience
Knowledge gained through your associate’s degree (or higher) in Information Systems or Business Administration
Extensive Experience in device support for both iOS and Android operating systems
Experience in large scale provisioning and deployment of mobile devices
Experience in using vendor supported portal actions (Version, AT&T, Rogers, Tangoe)
Experience supporting Multi Factor Authentication
Experience in an international matrixed organization
Skilled in developing processes to eliminate root cause of issues.
Knowledge of LEAN/Six-Sigma/DMAIC principles and experience identifying process improvement opportunities
Working knowledge of VMWare/AirWatch and supporting deployed devices
Working knowledge of SAP
Understanding of Active Directory principles and policies
Possesses the capability to understand the organization’s goals and objectives and develop strategies that support the business plan
Demonstrates effective communications, interpersonal and teamwork skills
Champions and initiates change and helps others to embrace change
Exhibits a high level of Integrity
Demonstrates superior work ethic
Posses a can do and positive approach to their work
Turns problems/issues into opportunities for success

Responsibilities

Analyze, problem-solve and collaborate to ensure that objectives are completed by performing the required duties while working with your customers and colleagues.
Promote a positive culture by accomplishing safety and quality goals to achieve customer satisfaction and profitable business results.
Ensuring accurate and timely resolutions for tickets/calls related to mobile device management to ensure a premium customer experience
Communicate with confidence and follow pre-defined scripts to ensure an exceptional customer service experience where knowledge articles exist
Leverage critical thinking skills to assess the cause for the call/ticket, and offering proper solutions and escalations
Accurately logging tickets to ensure date is useful with on-going continuous improvement projects
Promoting a safety culture in your team