Working at

About the Role

We relieve our customers of the work related to telecom. In simple terms, all telephony tickets, inquiries, and requests come to ReleaseTMS, and we resolve them for our customers. We also provide advice to our customers on telephony issues. ReleaseTMS is the telephony manager for our clients.

As a Service Manager Cloud Telephony, your main focus is on customers for whom we manage the operational maintenance of cloud telephony environments. You assess and accept incidents, requests, changes, and projects. You determine which parts we handle in-house and which ones are outsourced to suppliers. You handle the requests that we can manage internally and coordinate the work performed by the suppliers.

You work with multiple cloud solutions from various suppliers that our customers often use in conjunction with mobile telephony solutions. In short, it's a dynamic role where you work with different platforms and customer needs.

We are looking for new colleagues who enjoy helping our customers with all their telephony questions!

Your Responsibilities:

As a Service Manager Cloud,

• Process requests, requests, and changes and perform the necessary operational tasks.
• Evaluate requests, and if they have a larger scope or complexity, turn them into a project that we coordinate and execute with the suppliers.
• Coordinate and resolve incidents and issues.
• Advise customers on opportunities to achieve improvements.
• Monitor the cloud telephony infrastructure to ensure optimal performance and availability of services.
• Create reports on the performance of the telephony infrastructure and identify opportunities for improvement.
• Collaborate with (external) suppliers and service providers of cloud solutions to ensure the quality of the delivered services.

Your Experience and Qualities:

• A relevant completed HBO (Bachelor's) education.
• Minimum of 5 years of experience in a service or support role, preferably in the telecom or IT sector or on the client side, with at least 3 years focused on cloud telephony.
• Preferably experience in managing MS Teams Phone Systems, Business Essential/Telepo, and/or Avaya solutions.
• Ability to make decisions, escalate when necessary, and say no when needed.
• Good verbal and written communication skills in both Dutch and English.
• Experience working with MS Office and knowledge of Excel is useful, but we can build on a basic knowledge together.

What We Offer You:

• A salary that aligns with your work experience.
• An individual pension scheme with contributions from ReleaseTMS and the option to contribute yourself.
• We understand the importance of work-life balance. You can work in a hybrid manner, giving you more control over your schedule.
• Reimbursement of travel expenses for the days you come to the office.
• Home office allowance for the days you work from home.
• Freshly prepared lunch on the days you work in the office.
• A collegial, diverse, and engaged team.
• Friendly colleagues and a positive company culture in a growing company.

Do you have questions or are you interested in working with us?

If you have any questions related to the job vacancy, want to learn more about the role or our company, please feel free to contact us. Mike Veen would be happy to provide more information. You can reach him at mveen@releasetms.com.

We look forward to hearing from you!

About the Role

We relieve our customers of the work related to telecom. In simple terms, all telephony tickets, inquiries, and requests come to ReleaseTMS, and we resolve them for our customers. We also provide advice to our customers on telephony issues, ranging from telephony policy advice to configuring the right device offerings in our customer-specific webshop.

We are looking for new colleagues who enjoy helping our customers with all their telephony questions!

Your Responsibilities

As a Service Desk Representative, you are jointly responsible for your own group of customers. This means that you have frequent contact with your customers. You assist employees of customers who have requests, and you regularly communicate with the designated contacts at the customer responsible for telephony, either to coordinate or provide advice.

You also ensure that telephony administration is accurate and that the customer has insight into telephony costs through our TEM platform. In short, you have a varied workday.

At our company, you won't find strict hierarchies. You will have a lot of freedom and responsibility to manage your day, set priorities, and come up with solutions for customers. Of course, other colleagues are more than willing to assist you when you need help.

In summary, these are your responsibilities:

• Assisting customers with inquiries and requests.
• Coordinating and resolving incidents and issues.
• Collaborating with (external) suppliers and service providers to ensure the quality of the delivered services.
• Ensuring the proper functioning of the customer-specific webshop and the logistics behind it for your customers.
• Ensuring that all agreements for your customers are executed (monthly).
• Assisting your colleagues where possible (they will certainly help you too!).
• Making the day enjoyable and productive with your colleagues.
• Keeping your customers satisfied.

Your Experience and Qualities

• Strong communication skills, with a passion for communicating with customers and giving them confidence that you can handle their requests and problems.
• Service-oriented. You derive satisfaction from helping your customers and knowing that they are pleased with your assistance.
• Strong problem-solving skills. You may not be a technical expert, but you enjoy resolving telephony issues, whether by identifying and solving the problem yourself or by coordinating with other parties to resolve your customer's problem.
• You are not afraid to seek assistance from colleagues or product specialists if you are unsure about something.

What We Offer You

• A salary that aligns with your work experience.
• An individual pension scheme with contributions from ReleaseTMS and the option for you to contribute.
• We understand the importance of a good work-life balance. At our company, you can work in a hybrid manner, giving you more control over your schedule.
• Reimbursement of travel expenses for the days you come to the office.
• Home office allowance for the days you work from home.
• Freshly prepared lunch on the days you work in the office.
• Friendly colleagues and a positive company culture in a growing company.

Do you have questions or are you interested in working with us?

If you have any questions related to the job vacancy, want to learn more about the role or our company, please feel free to contact us. Bobbie would be happy to provide more information. You can reach him at bvanderburgh@releasetms.com or at +31 (0)20-66891818.

We look forward to hearing from you!