Publicat 17 Dec 2020 | Reactualizat 16 Ian 2021 | Expiră 17 Ian 2021

Operations Specialist

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Candidatul ideal

Your path to success requires:

  • English proficiency is a must;
  • Extensive knowledge of Service Delivery processes and procedures;
  • Technical understanding;
  • Strong on driving process improvement;
  • Soft skills: strong communication abilities, process oriented, results orientation, planning and organizing skills, analytical approach, self-starter;
  • Required Technical skills: MS Office (Word, Excel, PowerPoint, Microsoft Outlook); Internet Explorer; AD; Windows; Network – VPN;
  • Availability for night shifts exclusively;

Descrierea jobului

We are looking for a motivated Operations Specialist to join our SMO team for a period of 6 months.

In this role you can ‎demonstrate your good team development and coaching skills, together with your IT interests. The ideal candidate will focus effort and resources on delivering creative solutions that meet customers’ standards and align actions and behavior with the company priorities.


  • Daily review of open and closed tickets;
  • Follow up on negative surveys results to ensure client saisfaction;
  • Advice and assistance for difficult cases;
  • Liaise with client technical support teams for escalated cases with no resolution;
  • Liaise with client technical teams for difficult cases and identifying opportunities for knowledge base improvement;
  • Run reports and identify trends (requests, errors etc.);
  • Identify shift left possibilities , participates/coordinates CSI initiatives;
  • Participate in regular internal/external meetings;
  • Participate in bi-annual KB review activities;
  • Coordination of Planned Maintenance and Unplanned Outage situations;
  • Quality monitoring and reporting;
  • Involved in coaching and mentoring activities for Level 1 agents;
  • Analyze ‘First Level Efficiency’ report and assist with improvement ideas for this metric;
  • Assist with refresher/training sessions;
  • Coordinating account management activities for new hires and leavers.
You will be awarded for your success with:
  • Attractive salary package;
  • IT and Soft skills trainings provided by our specialists;
  • Extra vacation days;
  • Work from home - policies implemented on a limited-time basis;
  • Private medical subscription supported by the company;
  • Benefit Online - flexible benefits from which you can choose under a monthly budget;
  • Friendly team who is eager to meet you.

Descrierea companiei

Stefanini is a Brazilian company with over 30 years of experience in providing IT services globally, from IT infrastructure outsourcing to developing software applications. The company is present directly in 40 countries, through its 73 offices around the world, and has a portfolio of over 500 active clients. Clients come from sectors like financial services, manufacturing, telecommunications, the chemical industry, services, technology, the public sector and benefits from a complete set of mature and professional services, which cover the entire life cycle of an application.

We’ve been on the Romanian market for 14 years, and since then we have gathered a team of over 1600 colleagues in our offices in Bucharest, Sibiu and Targu Mures.

Our “big enough, yet small enough” approach makes us open, flexible, responsive and agile, and these are the traits we look for in our people as well. We believe that happy employees equals happy costumers, so we put the smile at the core of our culture, our everyday challenges and our interactions with colleagues and clients. Our hobbies and passions spice up our working environment and keep us positive and productive.

Stefanini has career opportunities locally and around the world for professionals interested in a vibrant, passionate, team-oriented workplace. If you are a customer-centric person with a "get it done" attitude, come over for a coffee and a talk on your future career with us! We have the perfect terrace for it.

Learn more about us on Stefanini page and join us on Facebook.

Operations Specialist  -  Stefanini Romania SRL.

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