Technical Support Engineer (Super User) - Customer Support Center

Job description

About the job

PURPOSE OF THE JOB

As a technical support engineer, the co-worker needs to contribute to a seamlesscustomer journey by ensuring that the solutions, tools and systems in the area of responsibility are implemented, used and understood in the unit.

ASSIGNMENTS

·  Understand contact center and store action plan and actively contribute in achieving the unit goals.
·  Work actively and regularly with the solution owners and have expert knowledge and understanding in how the tools are used in the process they are supporting.
·  Provide support to and secure a network with end users in order to keep awareness of strengths and opportunities of the solution and forward information to the solution owner.
·  Ensure that all relevant documentation is translated, up to date and accessible.
·  Support service related system implementation within timeline when rolling out global solutions and conduct trainings for the end users.
·  Prioritise and decide on change requests within area of responsibility to improve the customer experience and operational efficiency.
·  Verify new releases during the test and production phase and provide feedback.
·  Contribute in activities defined as having potential for improving the business with a clear advantage for our customers and co-workers.
·  Take own initiative for learning and development within area of expertise.
·  Ensure personal super user knowledge is shared with relevant members in the organisation.
PROFILE AND KNOWLEDGE

·  Experience of system development and maintenance from contact centre
·  Extensive knowledge (both technical and content) of store and contact center tools, system and processes with good knowledge of the IKEA system landscape and IKEA IT infrastructure.
·  Good knowledge in Microsoft Office.
·  Knowledge about the IKEA Brand, culture and values.
·  An understanding of store and CSC operations and how the business is executed.
·  Deep understanding of how systems and processes work and impact each other.
·  Exceptional numerical reasoning, attention to details and accuracy skills.
·  Knowledge of the end user's needs and the IKEA business processes.
·  Strong interpersonal, problem-solving and organizational skills with customer focus
·  Ability to establish trustful relationships with co-workers across all levels of organization
·  Effective communicator in English and Korean
MOTIVATION

·  Personal values reflect the IKEA values.
·  Passion for customer support and satisfaction.
·  Result- and solution-driven.
·  Self-motivated and keen to use own initiative.
·  Motivated by continuous improvement of systems and processes.
·  Continuously seeking new knowledge and improvements within area of expertise
You are welcome with you application, latest December 31, 2017
Contact person :
For applying go to IKEA.com, choose a country, Working at IKEA, English (all countries)

Job ID

304824BR

Removal Date

31/12/2017