ABOUT US Konecta is a leading innovative global service provider in customer management business process outsourcing, with 130,000 passionate employees working in 30 languages across 4 continents and 26 countries. Focusing on the unique needs and opportunities of each industry, Konecta offers a full range of end-to-end customer management solutions – including acquisition, retention, customer service, technical support, and collection – all based on a sustainable business model. These services are built on a portfolio of world-class expertise covering customer experience and process management, digital solutions and cutting-edge technologies. Headquartered in Madrid, Konecta delivers global revenues of approximately €2 billion with more than 500 clients, covering some of the biggest names in telecoms, energy, banking, mobility, retail, and e-commerce. RESPONSIBILITIES ● Enabling customer success through a superior customer service experience. ● Lead a team of Technical Product Engineers and Product Specialists (L1 & L2). ● Provide directions to the team on technical, data analysis, process & communication areas. ● Experience working with Global teams. ● Proficient in escalation management, release management, change management, data analysis and solution design. ● Available to lead & solve P1/P2 issues/situations. ● Monitor and present SLA adherence, Customer KPIs, and resource utilisation. ● Measurement of support performance using key metrics. ● Perform periodical audits & contribute to process improvements. ● Plan, execute, and track product releases and enhancements. ● Be an effective advocate for the customer and deliver an excellent customer experience. ● Focus on customer satisfaction, technical proficiency, timeliness of support delivery and understanding customer needs around speed, quality, and value. ● Collaborate with the Customer Success team and drive support excellence initiatives to enhance customer's support experience. ● Prepare business continuity plan from support delivery perspective. ● Be responsible to assess employees’ performance on a regular basis. ● Ensure team members develop their professional skills through active participation in relevant events, training, mentoring and communities. REQUIREMENTS ● Strong Experience in Cloud Lifecycle Management, client-server systems, Application Lifecycle Management and Customer Management. Ex: AWS, Azure or GC ● Good experience in Contact Center Operations, ChatBotExperience in AI conversational analytics/Data Analytics, Data Visualization tools eg. Tableau ● Hands-on experience in building and management of support groups (including remote team), and 24x7 support operations. ● Extensive expertise in developing metrics to measure the effectiveness of technical support within the organization ● Identify cases based on data analysis, customer interactions, customer’s process and operational output or gaps to derive opportunities for Customer Success teams for drive business growth. ● Experience in executing multiple projects and delivering services across geographies in collaboration with multiple stakeholders internal and external. ● Extensive experience in conflict management, operations management, solution design, people management. ● Hands-on experience in designing and executing service improvement and continual service improvement programs. ● Technical expertise in scripting knowledge, virtualization technologies, Cloud platforms, automation, and monitoring tools. ● Requires strong analytical skills, methodical thinking, and ability to define problems and frame solutions. ● Have good experience in Devops, support operations, automation and monitoring tools. ● Must have good hands on experience on audit and quality monitoring process. ● Experience in driving business requirements workshops, knowledge gathering sections and prepare Requirement Documents, Specification Documents, Data flow, Process flow charts etc. ● Proficiency with PowerPoint, Word and Excel ● Ability to organize, prioritize and manage personal and teams work. ● Excellent communication, presentation (both oral and written) and influencing skills. ● Ability to work as team player in a technology driven environment. ESSENTIAL CERTIFICATIONS AND QUALIFICATIONS • Bachelor’s or Master’s in Computer Science, Information Technology or comparable fields. The role encompasses several critical responsibilities: • Scope Management - Develop, clarify, and manage the project scope, defining deliverables and ensuring targeted outcomes are achieved. • Requirement Collaboration - Collaborate with stakeholders to derive both functional and non-functional requirements essential for project success. • Project Management Deliverables - Develop, maintain, and distribute standard project management deliverables such as implementation plans, project schedules, budgets, issues logs, meeting minutes, risk assessments, and status presentations to ensure successful project launches. • Stakeholder Management - Manage internal and external stakeholders, subcontractor partners, and project team members, ensuring the accuracy of project data in internal systems. • Presentation & Relationship management - Present project results to customer stakeholders through insightful recommendations. Build deep client relationships, network, and act as a thought partner, anticipating business problems and delivering exceptional service. Position in Organisation The Lead Support Specialist will report directly into the Engagement Lead. WHY WORK WITH US? ● Konecta has a fun and sociable team environment working culture ● Pension Scheme with Standard Life ● Aviva Life Insurance ● Eye test vouchers and discounts ● Discounted corporate gym membership ● Involvement with local charities and fundraising days ● Campaign specific benefits including discounts, incentives and prizes ● Recommend a friend scheme paid reward of £500 ● Apprenticeship qualifications ● Recognition and reward schemes with Love to Shop Voucher rewards ● Cycle to work scheme ● Tech scheme
