Employee Tech is Wayfair’s IT Department. The team is on a mission to constantly challenge the status quo to provide an exceptional end-user experience. We strive to enable employee productivity with a suite of tools and technologies that grow as the business grows, and we maintain a focus at all times on understanding the needs of our business partners so that we can build around those needs. The team partners with stakeholders across the organization to create and deliver flexible solutions that empower our desktop & development computing environments, in-office tech, back-end applications, and cloud services. We are looking for a EU Onboarding Operations Virtual Call Center and Service Specialist. Please see the specific job descriptions below.

Our IT Engineering department is looking for a dynamic, hardworking and talented individual to join us on our fun, dynamic, and collaborative team.  As a Wayfair Employee Technology Team Member, you will dive right into a number of complex technical projects to better support our company’s growth in the European market. Please review the job description below.

What You'll Do | Responsibilities

• Motivate junior team members who take care of new hire request tickets, tasks, physically preparing hardware, shipping out hardware, process enhancement projects, emails and other communications from Wayfair employees requesting new hire support 
• Supervise the day-to-day operations of the EU Sales, Service and Virtual Call Center Onboarding
• Perform forecasting for the onboarding hardware to ensure inventory coverage
• Ensure that all support requests are well documented in the IT ticketing system from the creation of the ticket to the successful resolution
• Manage and improve Sales and Service EU escalation procedures
• Ensure key performance indicators are met or exceeded
• Coordinate solutions of urgent and complicated issues with manager  
• Work with other engineering and support teams to collaborate on large initiatives to improve the overall end user experience
• Act as an escalation point for all EU Sales and Service requests and incidents 
• Build and maintain relationships with local leadership and stakeholders 
• Create and manage reports to upper level management about all aspects
• Facilitate team and stakeholder meetings
• Partner with the North American Onboarding Operations team on globalizing efforts, automation and standardization where possible
• Identify opportunities in various onboarding procedures to enhance or automate 
• Physically deploy new hire hardware setups throughout for our offices, troubleshooting any problems along the way
• Fulfill software requests via Active Directory, SCCM, JAMF, and remote assistance (prior experience a plus)
• Image client PCs via SCCM and JAMF systems; Troubleshoot issues within the imaging process 
• Communicate with end-users and co-workers frequently and effectively across multiple platforms and mediums (email, instant messaging, phone, ticket updates, and in-person)
• Help seek out and implement improvements to deliver better service to our managers and their new hires

What You'll Need | Qualifications

• ITIL certification or solid experience with IT operations supporting at least 500 user based endpoints
• Experience with a ticketing system
• Past experience with customer service or facing responsibilities
• Knowledge of ServiceNow is a plus
• You take initiative, have good organizational skills, sound business judgment,excellent written/verbal English skills
• Knowledgeable in Windows, Mac and/or Virtual Desktop Interface (VDI) support
• Proven ability to motivate, develop, and direct team members and stakeholders
• Experience working in a fast paced, cross-functional and multi-team environment
• Able to receive direction and produce results in a timely manner with minimum oversight
• Ability to prioritize to meet deadlines while producing high quality results
• Ability to use critical problem-solving skills to think fast, prioritize work, and pivot on daily tasks
• Strong written and verbal communication, and the ability to communicate effectively across various platforms
• Ability to work on-site in a fast-paced environment
• Able to assist in physical tasks such as lifting up to 14kg or being on your feet extended periods of time
• Flexibility to work an on call schedule based on business needs
• Ability to travel at least 10% for the role
• 1-3 years of experience of managing projects or IT experience

What We’ll Gladly Offer:

Highly competitive compensation packages (comprising of Base Salary, Bonuses and Equity),

Full ownership of your wellbeing with our unlimited “Personal Time Off”,

Paid volunteering work,

Contribution to private pension,

Commuting schemes (car, bike, public transport),

Extensive internal training platform,

Free access to LinkedIn e-learning courses and programs,

Comprehensive financial scheme for Learning & Development opportunities and continuous education,

Access to German language courses,

Health & Sport memberships,

Virtual child care,

Global Wellbeing Program,

Employee discount for Wayfair purchases,

Corporate benefits.