Operations Support Desk Agent

Founded in 1910 , KONE is 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 an innovation and sustainability leader with repeated recognitions by Forbes , Corporate Knights for clean capitalism and others.

Job Overview

Are you ready to make your next career move to join our team at KONE as our Operation Support Desk – Agent?

• 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!

Location of position: Moline, IL.

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.

Entry Level Requirements:

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.

Professional Requirements:

You will bring 5 years of progressive and successful customer service / call center experience to KONE. You will use the knowledge gained through your associate’s degree (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

• Champions and initiates change and helps others to embrace change

• Exhibits a high level of Integrity

• Demonstrates superior work ethic

• Posses a can do and positive approach to their work

• Turns problems/issues into opportunities for success

• Attacks opportunities with vigor

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 believe diversity drives innovation .

• We value your authentic self.

• 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:

• 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

• Company Paid Short-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:

The hiring range for this role is $62,700 – $82,320. The compensation package offered will depend on candidate’s ability to meet the requirements of the role, needs for the business strategy, 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 plan at 5% Target Incentive (50/50) based 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 career !

*Beware of Recruitment Scams*

Read more on www.kone.com/en/careers/

At KONE, we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us and we encourage participation and the sharing of information and ideas. Sustainability is an integral part of our culture and the daily practice. We follow ethical business practices and we seek to develop a culture of working together where co-workers trust and respect each other and good performance is recognized. In being a great place to work, we are proud to offer a range of experiences and opportunities that will help you to achieve your career and personal goals and enable you to live a healthy and balanced life.

Read more on https://careers.kone.com/en/