What are the responsibilities and job description for the Operations Support Desk Agent position at MKO KONE Inc.?
Company Overview
Founded in 1910is a global leader that provides elevators, escalators and automatic building doors, as well as solutions for maintenance and modernization that add value to buildings throughout their life cycle. Our mission is to improve the flow of urban life and make our world’s cities better places to live by providing innovative solutions that help make people’s journeys safe, convenient and reliable.
Our operations in over 60 countries around the world has helped us achieve our position as anleader with repeatedrecognitions byCorporate Knights for clean capitalism and others.
Job Overview
Responsible for providing effective and timely case management (logging, technical trouble shooting, problem identification and resolution) for KONE Frontline Staff and Operative employees pertaining to requests for assistance for a variety of business related needs. Work with OSD Supervisor to define, review, develop, deploy, and support processes needed to improve business efficiency and productivity. Share responsibility for developing and maintaining business-critical tools and applications with other subject matter experts and business elements. Responsible for FL requests for information and support relating to business-critical processes, applications and programs fundamental to branch operations.
Are you ready to make your next career move to join our teamas our Operation Support Desk – Agent for KONE Americas in KONE Moline, IL ?
Do you enjoy ensuring accurate and timely resolutions for tickets / calls related to mobile device management to ensure a premium customer experience?
Do you communicate with confidence and follow pre-defined scripts to ensure an exceptional customer service experience where knowledge articles exist?
Does leveraging critical thinking skills to assess the cause for the call / ticket, and offering proper solutions and escalations motivate you?
Are you skillful with accurately logging tickets to ensure date is useful with on-going continuous improvement projects?
Do you demonstrate a passion for quality and results?
Are you committed to promoting a safety culture in your team?
If you answered a resounding YES to these questions, then we have an amazing opportunity for you!
Job Duties
As our Operations Support Desk – Agent, you will successfully analyze, problem-solve and collaborate to ensure that objectives are completed by performing the required duties while working with your customers and colleagues. Your mission is to promote a positive culture by accomplishing safety and quality goals to achieve customer satisfaction and profitable business results.
With a associates or bachelor’s degree, you will bring 1 years of progressive and successful high-volume technical or customer support experience to KONE. You will use the knowledge gained through your associate’sdegree (or higher)in Information Systems or Business Administration.
Hiring requirements
Extensive Experience in device support for both iOS and Android operating systems.
Experience in large scale provisioning and deployment of mobile devices.
Experience in using vendor supported portal actions (Version, AT&T, Rogers, Tangoe)
Experience supporting Multi Factor Authentication
Experience in an international matrixed organization
Skilled in developing processes to eliminate root cause of issues.
Knowledge of LEAN / Six-Sigma / DMAIC principles and experience identifying process improvement opportunities
Working knowledge of VMWare / AirWatch and supporting deployed devices
Working knowledge of SAP
Understanding of Active Directory principles and policies
Possesses the capability to understand the organization’s goals and objectives and develop strategies that support the business plan
Demonstrates effective communications, interpersonal and teamwork skills
About KONE
At KONE, we foster an innovative and collaborative culture, valuing each individual's contribution. Employee engagement and sustainability are key focuses, promoting ethical practices and mutual respect. We're proud to offer experiences and opportunities to help you achieve career and personal goals while maintaining a healthy work-life balance.
We hire diverse individuals because
We value your authentic self.
Diversity, equity and inclusion is embedded in our strategy and values.
Collaborative, creative, and supportive work environment.
Passionate about safety, quality, and innovation
We care about the communities where we live and work.
Just some of our many benefits include :
United States
Competitive salary
Flexible work schedule
Opportunities to learn and grow
401K Employer Match
401k Employer Non-elective Contribution
Well-being Program
Medical, Prescription, Dental and Vision Insurance
Digital Health Solutions & Telehealth
Health Savings Account (HSA)
Flexible Spending Accounts (FSAs)
Employee Family Assistance Program (EFAP)
Family & Medical Leave
Parental Leave
Leave to Care for a Domestic Partner
Paid Time Off & Holidays
Company Paid Life and AD&D Insurance
Supplemental Life and AD&D Insurance
CompanyPaidShort-term and Long-term Disability
Buy-Up Long-term Disability
Critical Illness Insurance
Hospital Indemnity & Accident Insurance
Identity Theft Protection
Legal Insurance
KONE Credit Union
Tuition Reimbursement
Commuter Benefits
Annual Base Pay Range :
In a single location :
The hiring range for this role is $61,000 – $83,820.The compensation package offered will depend on their ability to meet the requirements of the role and a range of factors unique to each candidate, including their skill set, years and depth of experience, certifications, and location.
Variable Compensation
KONE Annual Bonus planbased on achievement of company goals and individual goals.
Come share your passion and energy to make a positive impact at KONE for our customers and your!
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Salary : $61,000 - $83,820
