L1 User Support Specialist in Medichni zakupivli Ukrayini, DP

DP «Medical procurement of Ukraine" is looking for:Is it possible to improve the medical system in Ukraine?

Why you? You can handle this job if:

• have developed endurance, patience and listening skills;

• know how to stand up for yourself in hands in complex communications;

• you are a responsible and self-organized person, able to prioritize tasks;

• ready to learn and teach others.

  Why us? In turn, we offer:

• Work schedule - 5 days, from 9:00 a.m. to 6:00 p.m.;

• Offline work in the area of ​​Klovska in the modern business center "Carnegie" (the possibility of remote work is discussed at the end of the trial period, several days a week as one of the possible options);

• Official employment according to the Labor Code of Ukraine, all social guaranteesaccording to legislation; decent financial reward (timely, official salary of UAH 25,000); annual vacation of 28 calendar days (material assistance before vacation);

• A mentor who will teach the specifics of work in support and a manager-leader, ready to help and support, in case of need;

• Resources: corporate communication, technical support, IT tools for work.

A friendly and supportive team that you can get to know at the competition stage. We like to play board games, have dinner together, at least once every few weeks.  Some colleagues are regular blood donors, take part in races and other activities. We try to support and help each other, we love to share knowledge, experience, ideas both within the team and with colleagues from other departments. 

What you will need to do:

• Provide support to the user of MZU's IT products in real time, providing feedback by phone or email. ?Processing callbacks and missed calls.

• Conduct initial diagnostics of users' problems and solve them. If necessary, transfer tasks to L2.

• Control the performance of L2 tasks, timely communicate to the user about solving issues;

• Fix and process appeals and suggestions of users regarding the operation of systems and their functionality;

• Timely update internal instructions and scripts for processing user requests;

• Constant communication with the L2 team regarding the most frequent requests, backlog for the following periods, updating the regulatory framework, etc.;

• Form analtechnical reports on a monthly basis based on the results of processed user requests.

What results are we expecting and according to what criteria will the work be evaluated:

• The request is "closed" from the first contact with the user, the request is accepted for processing, provided that feedback is maintained with the client .

• Timely feedback in case of inability to close the question the first time.

• Promptly provided feedback on improvement of the e-catalog.

• Improving external user support processes.

• Positive user experience in communication, reducing the number of requests.

Musthave for a future colleague (qualification requirements):

• Experience: experience in contact center, hotline support, IT product support (up to 1 year) will be an advantage.

• Language: fluency in the Ukrainian language (oral and written), knowledge of English is optional, but desirable (A1).

• Technologies: you know how to use modern IT tools and know how to quickly type text.By the way, we use: standard package of MS Office programs, task managers (Space), Zendesk, remote access systems (AnyDesk, TeamViewer), electronic document management system (DocProf).

• Education: completed higher education

We are really waiting for your inspiring motivational letters, because we want to understand: why you and why us.

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