Desktop Support Technician providing user support and managing helpdesk operations at BlackHawk Industrial. Assisting users with desktop and phone - related issues in a professional environment.
About the role
- Lead a technical support team for Vodafone's Fixed, IoT, Cloud, and SDN services. Ensure operational excellence and drive customer satisfaction for Corporate & SME clients.
Responsibilities
- Responsible for leading and developing a technical support team delivering high-quality operational support for Fixed, IoT, Cloud, and SDN services to Corporate & SME customers.
- The role ensures service availability, incident resolution, customer satisfaction, and continuous improvement while aligning with Vodafone’s operational standards and strategic objectives.
- Responsible for VBTS call centre activities
- Responsible for 1st and 2nd level support activities for Vodafone Fixed, IoT, Cloud and SDN services to Corporate & SME customers.
- Lead, coach, train and motivate a team of support technicians to deliver consistent, high-quality service
- Conduct regular one-to-ones, performance reviews, and development planning
- Coordinate daily activities and monitor service performance, SLAs and KPIs, taking corrective actions where required
- Act as 1st level management escalation point for customer related issues.
- Drive customer satisfaction by ensuring timely communication and issue resolution
- Coordinate with internal teams and third-party vendors and partners
- Provide technical guidance and decision support for complex issues across Fixed, IoT, Cloud, and SDN services
Requirements
- At least 2 years of experience in technical support on fixed services
- Bachelor’s degree in Engineering, Telecommunications, or related field
- Excellent knowledge in xDSL/FTTx technology and mobile networks
- Relevant technical certifications (Security, Cloud, Networking, or IoT)
- Excellent oral and written communication skills in Greek and English
- Knowledge of performance indicators
- Customer obsessed – emphasis on quality and excellence
- Excellent organizational and leadership skills with a problem solving ability
- People engagement and motivation skills
- Ability to make decisions under pressure and manage competing priorities
Benefits
- Award-winning work environment -certified #1 Top Employer in Greece
- Competitive pay, bonus & remuneration package
- Private Health & Medical Insurance
- Hybrid way of working: a blend of remote and office-based working, including the option to work from abroad
- Unlimited connectivity with our mobile, landline and Vodafone TV services – Experience first what our customers love
- Unlimited access to learning resources and trainings
- Vodafone Parental Leave: 16 weeks of fully paid parental leave to all employees regardless of gender, sexual orientation or length of service
- Remote work equipment to help you create a comfortable, ergonomic workspace at home
- Spirit of Vodafone days: dedicated time to pause, develop new skills and connect with our teams, values and services
- Extra days off: Vodafone Day, Family Day, Volunteering Day
- Office amenities (subject to the office location): such as restaurant, beauty corner, gym and parking
- Special employee offers and discounts
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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