Business Unit:Cubic Transportation Systems
Company Details:Cubic offers an opportunity to provide innovative technology for government and commercial customers around the globe, helping to solve their future problems today. We’re the leading integrator of payment and information technology and services for intelligent travel solutions worldwide, and the leading provider of realistic combat training systems, secure communications and networking and highly specialized support services for military and security forces of the U.S. and allied nations. If you have an entrepreneurial spirit and thrive in an innovative environment, we want to talk to you about your next role at Cubic! We are seeking employees inspired by technology, and motivated by the rewards of hard work, commitment, teamwork, quality, integrity, and respect. We invite you to explore opportunities with Cubic.
Job Details:Job Summary:
This position is responsible for handling calls, emails and monitoring alerts to ensure on-going, continual, excellent customer service whilst resolving incidents or dispatching engineers to fix issues in Europe, North America and Asia Pacific.
Essential Job Duties and Responsibilities:
- Work as part of a 24-hour support team covering a 24X7X365 rotating shift pattern.
- Provide first level support by handling incoming telephone calls and emails with a high degree of customer satisfaction.
- Monitor and respond to monitoring alerts globally in a timely manner using Cubic’s ticketing system.
- Administer the Service Desk system, ensuring all incidents are entered, and maintain the information to ensure its timeliness, accuracy, relevancy, escalation and status
- Follow up on outstanding incidents within the SLA’s as required
- Work diligently towards achieving KPIs/SLAs as part of a multi skilled team.
- Attend training sessions as and when scheduled.
- Organize communications and conference calls in the event of major incidents.
- Escalate to management in situations of significance or those that are not resolved in a timely manner
- Actively contribute to your own development as part of a structured career development program.
- Comply with Cubic’s values and adherence to all company policy and procedures. In particular comply with the code of conduct, quality, security and occupational health, safety and environmental policies and procedures.
- In addition to the duties and responsibilities listed, the job holder is required to perform other duties assigned by their manager from time-to-time, as may be reasonably required of them.
Minimum Job Requirements:
College degree educated or equivalent with a minimum of two years of experience within a Service Desk support environment. Familiarity with operating systems and a service center environment is required, and experience of working in an environment dispatching resources to the field will be well regarded. Must be a good team player with a positive attitude. Excellent communication skills, both verbal and written is required. Able to work both autonomously when required and productively within a cross-functional team environment. High attention to detail, proactive with an ability to problem solve and find timely resolutions. Able to work and respond in a high-volume environment. Employees will be required to undergo basic security checks for this role.
The description provided above is not intended to be an exhaustive list of all job duties, responsibilities and requirements. Duties, responsibilities and requirements may change over time and according to business need.
Worker Type:Employee
