Data Center Support Specialist - REMOTE

The Data Center Support Specialist is responsible for delivering proactive services to DC-OSS customers which include 24x7 monitoring of IT infrastructure, incident management, change management and execution of scheduled or routine tasks. He / She is responsible for managing customer expectations according to the contractual obligations and the predefined SLAs.This is a remote position, however candidates must be based in Bulgaria.Job specifics/responsibilities:• Deliver 24/7 strategic account support by proactively monitoring of customer IT Environment.• Timely track and respond to customers inquiries, provide resolution, working closely with endcustomers and senior Engineering staff within the team or other departments• Manage professionally customer expectations• Keep customers informed, sets and follows commitments, keeps precise case documentation and case ownership• Coordinate support activities• Identify and contribute to projects to improve product support, customer satisfaction and team efficiency• Be aware of, and contribute to the improvement of team performance• Communicate effectively with Technical and Non-Technical stakeholders• Participate/Drive ITIL based change management, Problem management, incident management• Participate in all kind of internal quality, process and practice improvement projects• Support the internal tooling solutionKey deliverables/accountabilities:• Process descriptions are strictly followed• All incoming support requests are tracked, documented and handled on time and according to quality and SLA• Monitoring tasks are handled according to expectationsEducation (degree) and professional experience required:• University degree or in process of obtaining• Professional experience: at least one year in customer support environmentOther requirements:• Fluent in written and verbal English or GermanPersonal skills and qualities:• Analytical skills• Ability to isolate and solve problems and to follow predefined process• Demonstrate strong written and verbal communication skills• Excellent written and verbal English or German languageTechnical skills:• MS Office• SFDC/SAWAll applications will be treated strictly confidential.Only short-listed candidates will be contacted.