Service Support Specialist

• Good technical ability and willing to learn and adopt new technologies
• Intermediate level knowledge of MS Office (Word, Excel, PowerPoint, Visio)
• Illustration of business and troubleshooting processes in workflow diagrams
• Understanding of system configuration for SaaS solutions ideally CCaaS
• Experience with alerts, troubleshooting and resolving problems, inclusive of making notifications and managing escalations, through defined procedures until problem resolution
• English business proficiency in writing and speaking with great communication skills.

• Experience of working with IT Tickets ideally within ITSM framework
• Understanding of Contact Centre Operations and Technological requirements and Workforce management ideally in a large corporate environment or multi-nationalIdeal
• Technical knowledge and experience of configuring, supporting and troubleshooting of Cisco Contact Centre services and experience of configuring call flows, agents, reporting, wallboards
• Knowledge and experience of Workforce Management tools
• Experience in engaging with Business Stakeholders across multiple business areas
• Experience of rollout of large scale change projects
• Knowledge of CTI (Computer-Telephony Integration)
• Knowledge of and experience in working with Contact Centre Software Solutions

• Provides an improved understanding to the business, of service level and performance goals, through technology in the various centers
• All contact center units and their performance are in direct relationship to customer experience and are having impact on revenue
• Sets up new business units in different European countries including planning, design, configuration, testing and go live support. Finally, the European operations are supported by various reports
• Responsible to continuously improve the support process of the applications in use with all stakeholder interfaces necessary. This incorporates illustration of processes in workflow diagrams
• Engages multiple resources when a failure occurs, is able to diagnose and troubleshoot any issue until resolution
• Gathers data, collaborates with business owners and provides root cause analysis
• Responsible for carrying out a contingency plan outlined to minimize down time and maximize resources during an outage. This plan includes an escalation process with alternate routing plans and resource movement strategies designed to run business as usual should this occur.

Viking Romania, formerly known as Office Depot, is one of the most important European reseller of workplace products and services.

The Shared Service Center (SSC) in Cluj-Napoca is currently the only Viking subsidiary in Romania. With a focus on financial services (Accounts Payable, Accounts Receivable & General Ledger), Viking SSC also incorporates departments such as Master Data Management, Data Management Services and e-Support.

With an enthusiastic team of around 300 associates, Viking SSC is one of the main players in the SSC/BPO field in Cluj-Napoca.

Our motto is #TogetherFasterStronger so you can be assured that we will welcome you in a friendly, yet professional work environment where you can evolve. To find out more about Viking, visit our website at and check out our social media - Instagram and Facebook.