Technical Support Senior Specialist

Job Title

We are a high-performing global team that helps our colleagues adopt new technology tools and integrate technological changes into their everyday work. We support our colleagues through change and help them embrace it. We have a customer-centric approach and always strive to provide the best user experience possible. Teamwork is important, and you'll be collaborating with your colleagues cross-geographically on a daily basis.

We are looking for an enthusiastic and motivated team member who is a self-starter, learns quickly and shows a keen interest in technology.

In this role, you will be responsible for planning, managing, and executing communication plans both globally. You will also participate in various projects to create an end-to-end user experience, including change management plans, customer-focused awareness programs and promotions. The role also involves creating customized guides and stakeholder presentations to raise awareness of the changes.

The ideal candidate should possess excellent communication and organizational skills, as well as the ability to work collaboratively across multiple teams and areas.

What You Will Be Responsible For

• Understand and identify stakeholder needs and prioritize delivery of new capabilities in change management, user adoption, communication and customer experience areas
• Supports projects with change management and communication of all end user tools for our company's global workforce. Champion and promote the team's strategy with stakeholders and throughout the IT organization
• Communicate all end-user impacting IT changes globally
• Create a culture of innovation, transformation, experimentation while maintaining a focus on the best customer experience and continuous improvement
• The role requires a strong person who is resourceful and independent, is highly self-motivated, attentive to detail and able to effectively prioritize and execute tasks in a high-pressure environment

How We See The Ideal Candidate

• BSc Degree or relevant experience in Technology communications, marketing, support material, or equivalent.
• Fluency in English reading/writing/ speaking
• Strong presentation skills and an ability to communicate technical and non-technical topics to general user audience in a clear, concise manner
• Proficiency in creating written, customer-focused communications; content editing and proofreading
• Strong collaboration skills and experience of working with both business clients and IT, at all levels
• Demonstrated flexibility and the ability to manage multiple, concurrent projects in a timely and efficient manner
• Creative and innovative thinking, proactive approach, sound organizational skills
• Project Management Experience is a plus
• Good knowledge of the Microsoft 365 suite – especially MS Teams, MS Office, including OneNote, OneDrive, PowerPoint, etc. is a plus
• Experience in change management framework and understanding industry practices is a plus.

What We Offer (In Czechia - Other Location's Benefits May Vary)

• Exciting work in a great team, global projects, international environment
• Opportunity to learn and grow professionally within the company globally
• Hybrid working model
• Pension and health insurance contributions
• Internal reward system plus referral program
• 5 weeks annual leave, 5 sick days, 15 days of certified sick leave paid above statutory requirements annually, 40 paid hours annually for volunteering activities, 12 weeks of parental contribution
• Cafeteria for tax free benefits according to your choice (meal vouchers, Lítačka, sport, culture, health, travel, etc.), Multisport Card
• Vodafone, Raiffeisen Bank, Foodora, and Mall.cz discount programs
• Up-to-date equipment
• Competitive salary, incentive pay, and many more

Required Skills: Accountability, Availability Management, Change Controls, Communication Management, Communications Planning, Computer Technical Support, Content Editing, Customer Experience Management, End User Experience, Global Team Collaboration, Incident Management, Management System Development, Microsoft Online Services, Pressure Management, Problem Management, Quality Assurance (QA), Service Delivery, Service Excellence, SLA Management, Software Configurations, Software Development Life Cycle (SDLC), Teamwork, Technological Change, Testing

Preferred Skills: Project Management Experience, Good knowledge of the Microsoft 365 suite – especially MS Teams, MS Office, including OneNote, OneDrive, PowerPoint, etc., Experience in change management framework and understanding industry practices