Your mission:The Systems and Knowledge Specialist manages the Service systems within the CISMETA region and develops new systems to facilitate the contact centres and Service departments. They maintain the infrastructure for the consolidated reporting tool for Service management and provide support for the central reporting and analysis on contact management information.In addition, the Systems and Knowledge Specialist ensures the effective operations of systems administration, the knowledge system, support web pages, and customer queries and contact centre operations.What you will do:Coordinate and support the Systems & Knowledge team as well as contact centre activities through daily management of the relevant stakeholders.Develop strategies for contact deflection whilst ensuring high customer satisfaction levels. This includes developing systems to enhance customer self-help experience across the CISMETA region as well as assisting in the preparation of proposals to develop and implement new customer support scenarios.Support the implementation of new business initiatives and solutions by ensuring the Service systems and processes are aligned to the business needs.Maintain and develop systems in use, including regular upgrades and software development to deal with smaller issues as well as the involvement in larger scale software development.Provide support to the CISMETA Service Reporting & Analysis team to enable and provide access to the relevant data sources, to enable the team to generate appropriate reports. This includes creating and managing access to the data sources and troubleshooting any issues.Oversee the content management on support web pages for entire CISMETA region. This includes, but is not limited to drivers, FAQ's, Videos.Deal with escalations on Service systems in use by providing quick resolution or forwarding to the relevant internal or external support teams.Oversee the support for the Learning Management System (LMS) for Service.Central escalation point for all queries (internal and external) and issues relating to accessing Service data. When necessary, deal with customer queries raised via hotlines regarding servicing, promotions, downloads, web content or other customer facing systems. Liaise with other business departments to ensure successful conclusion to any such issues.What we ask for:Bachelor's degree (or higher) or equivalent work experience to be able to work and interact at this level.Experience in developing design and layout of materials to be published, i.e. simple, visually appealing webpages.Some experience with web languages (HTML) and Web authoring tools. Needs to be able to convert a Word document to HTMLAbility to communicate with and understand the requirements of Technical Support Specialists.Demonstrated experience with programming languages (e.g. C#, VB, JavaScript) and databases including script development (MS SQL), to be able to maintain, update and develop existing and new systemsExperience in IT infrastructure to be able to understand how applications interact with each other to ensure all systems are operational with minimum down time.Demonstrated ability in dealing with several operational issues at the same time and ensuring set SLA's are met and priorities as agreed with manager are dealt with, whilst also meeting deadlines of complex projects.Experience with MS Office, especially Excel. SAP SM, MSD experience is desirableEnglish (both spoken & written) to a high level is mandatory. Other language skills are advantageous.Demonstrated experience in writing, editing, and/or revising a range of technical communications.Able to communicate and build and maintain relationships with different levels in and outside of the organization.What we offer:Benefits In return, we offer a competitive salary and a wide range of excellent benefits, including a working environment where quality, teamwork, and respect come first.Our heritage We aspire to be an indispensable company, trusted throughout the world for our commitment to openness, customer satisfaction and sustainability. We respect individuality while promoting teamwork, and we are committed to delivering unique value through innovative and creative solutions.Our commitment to the environmentWe all have a role to play in building a better future. For Epson, being a sustainable company means being mindful of every aspect of our organisation – from the smallest lightbulb to the largest factory. It fuels our innovation, drives our growth, motivates our workforce and, ultimately, to contribute to society. Our peopleWe believe a healthy culture, strong values, teamwork and contribution from a diverse range of individuals will help us to strive for excellence.Our brand Ranked by Clarivate Analytics as a Top 100 Global Innovator brand for the last seven years running
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