Frontline Consultant Full Time

Do you want to contribute to a better world?

Simply pursuing a successful business is no longer enough nowadays. Positive contributions to the planet and society are becoming more and more relevant. Would it not be nice to have an inspiring job in an innovative industry and also contribute to a better world?

This is possible at ORTEC. We are a purpose driven organization and use our passion for mathematics for a better world.

You are likely to encounter us every day, as we improve many crucial business processes. For example, we make it possible for retailers to supply all their stores on time with a minimum of kilometres driven. We help healthcare institutions to schedule the right doctor or nurse at the right time. We support scouts of football talents to make better choices. These are just a few examples of the added value of our solutions. The result is that organizations can operate at lower costs, with higher customer/employee satisfaction and with a smaller ecological footprint.

Our journey started in the early 80’s with a number of young Dutch students who wanted to show the world the value of mathematics. 37 years later, ORTEC is one of the world leaders in optimization solutions and advanced analytics.

We have proudly opened the ORTEC CEE office in Bucharest in 2008 with primary focus to increase business in the CEE regions. We have increased our business and our team to 180 employees since then and still growing.

Thanks to our strong team in Bucharest, our office includes a Global Operations center which is the core of the Global Customer Support team, second largest development team in ORTEC and is working for project implementations worldwide.

Your role

Our support consultants in Bucharest are part of Global Customer Support team, a division of ORTEC Global Operations center which is an expertise unit helping ORTEC offices around the world. We are the only Global Customer Support center that operates 24/7, providing support services to customers all around the globe. You will be the guru of our ticketing system that services customers in multiple industries like: transport & logistics, retail, oil & gas, energy, parcel delivery, consumer packaged goods, healthcare, banking and many others.

As a Frontline Support Consultant you are the first point of contact for our customers. Both internal and external, during the support stage. You will be responsible for customer satisfaction of administrating customer requests’ workflow. Your activities include, but are not limited to:

• First response to user requests (either by call, email or Customer Portal);
• Monitoring product alerts;
• Creating tickets based on user requests and alerts;
• Ensuring a clear priority based on the incident’s impact on business;
• Updating tickets based on communication received;
• Creating / updating weekly KPI reports
• Allocating and creating tickets towards the support consultants
• Facilitate communication between consultants and customers when it comes to foreign languages
• Keep and eye and ensure a balanced workflow for our team, mixing business requirements with the team’s knowledge and availability to choose the most efficient resource that can fulfill the customer’s request in terms of time and quality.

Who are you?
As a successful candidate you are:

• Enthusiastic in learning new things including about ORTEC story and Company goals
• Interested in operating in an international IT company
• Available to work in shifts;
• A reliable team player and willing to improve the working environment
• Quality oriented and customer focused
• Organized, multitasking, able to prioritize and ask for help when needed.
• Curious and have an interest in IT software
• Previous experience with clients is a plus

Your skills and experience:

• University education (preferably graduate in Foreign Languages)
• Speaking multiple languages – English and Russian, requested. French and Dutch are a plus;
• Good communication: written and verbal ( knows how to professionally respond to a customer inquiry , write emails, etc)
• Good understanding and proficient use of Microsoft Outlook and Microsoft Office (Word, Power Point, Excel)
• Good analytical skills

We offer:

• A unique work experience in an open, creative and informal atmosphere
• Inspiring, smart and enthusiastic colleagues
• Work – life balance approach;
• Great opportunities to develop yourself and fulfill your ambitions (clear career paths, yearly evaluations and increases, job rotation options)
• Flexible schedule within the limits of the department’s availability;
• Friendly work environment with a great location, new and easy to access office building
• Sports benefits offered in collaboration with the ‘7card’ network;
• ‘Bookster’ subscription
• Annual bonus based on team’s accomplishments – up to 1 full salary