Currently, we are looking for a Senior Service Desk Specialist for Contact Center team.

This position offers remote setup with the flexibility to work from any location in Georgia, whether it's your home, well-equipped offices in Tbilisi and Batumi or a coworking space in Kutaisi.

Responsibilities

• Lead the team to deliver high-quality support service
• Provide day to day servant leadership, guidance, and coordination
• Supervise and review the work of team and handle customer complaints properly
• Managing team performance, KPIs and SLAs-driven types of engagements to define and implement correction plans when needed
• Resolving conflicts and ensuring the teams’ processes and tasks are carried out efficiently
• Establish, prioritize, and effectively communicate goals to the unit members in order to meet business objectives
• Implementation of new L1 activities and tasks
• Project onboarding from the client and L2/L3
• Knowledge base article creation and maintenance for L1 activities
• Communication process calibration for L1 and L2/L3 teams
• Newcomer’s onboarding and KT provision to the team

Requirements

• Fluent English (B2 or higher)
• Have a clear and deep understanding of the concept of Service
• Possess good knowledge of IT Service Management principles and best practices. Able to transition the service, set up KPIs and SLAs
• Stress resistance, and ability to handle high volumes of requests
• Advanced troubleshooting and multi-tasking skills
• Ability to stay cool-headed in tough situations
• Good knowledge of ITIL event and incident management processes
• Personal skills: motivated, quick learner, organized, and responsible

We offer

• We connect like-minded people:
  • Delivering innovative solutions to industry leaders, making a global impact
  • Corporate and social events
  • Enjoyable working environment
• We invest in your growth:
  • Leadership development, career advising, soft skills and well-being programs
  • Unlimited access to LinkedIn Learning, Get Abstract, O'Reilly
  • Free English classes with certified teachers
• We cover it all:
  • Participation in the Employee Stock Purchase Plan
  • Comprehensive medical & family care package
  • Five trust days per year (sick leave without a medical certificate)
  • Benefits package (sports activities, a variety of stores and services)

EPAM Georgia is a team of innovators united by a passion for technology. The dynamic and inclusive culture we embrace helps positively impact our communities, clients, and employees. Here you will collaborate with multi-national teams, contribute to numerous cutting-edge projects, deliver the most creative solutions, and have an opportunity to learn. Our people are at the heart of our success, and we are proud to provide talents with a solid ground to develop and grow.