Specialist Technical Support (d)

Vodafone

Madrid, Spain
On-site
Business process incident management
Sla compliance
Ticketing tools experience
The role is responsible for managing, coordinating, and tracking business process incidents affecting customer service, retention, and sales channels, ensuring efficient resolution, SLA compliance, and fluid communication

Job Summary

  • The role is responsible for managing, coordinating, and tracking business process incidents affecting customer service, retention, and sales channels, ensuring efficient resolution, SLA compliance, and fluid communication.
  • Key responsibilities include receiving, classifying, and prioritizing business incidents, coordinating with various teams for resolution, seeking contingencies, and documenting each incident thoroughly.
  • Vodafone offers flexible work arrangements with 60% remote work, 40% office, flexible hours, additional remote work days, comprehensive health insurance, and career development opportunities.

Matching Summary

The role is responsible for managing, coordinating, and tracking business process incidents affecting customer service, retention, and sales channels, ensuring efficient resolution, SLA compliance, and fluid communication.

Skills & Requirements

Must-have

  • Business process incident management
  • SLA compliance
  • Ticketing tools experience
  • Fluent Excel and SQL
  • Proactive communication

Nice-to-have

  • ITIL methodologies
  • Data analysis skills
  • AI-based skill development

Key Requirements

  • Professional or university education in IT or Telecommunications
  • Experience with VF business tools (SMART/BOWeb)
  • Experience with ticketing tools (Remedy, Jira)
  • Knowledge of business flows and operational processes
  • Familiarity with SLAs, OLAs, and performance metrics
  • Proficiency in Excel, reporting tools, and SQL

Work Rights

Not specified

Tailored Resume

Cover Letter