Operational Services Support Specialist

Do you want to support a fleet of robots doing their jobs?

If you’re:

• Interested in working in tech but don’t have programming skills.
• Looking for a professional environment where bright minds meet and work with curiosity.
• And want to thrive in a “no blame” company culture…this role is 100% for you!

Hi! We are Ocado, a world-leading tech company in the heart of Sofia.

We are on a mission to change the way the world shops for good. As a global technology business redefining e-commerce, fulfilment, and logistics in online grocery and beyond. We have created the Ocado Smart Platform (OSP), an end-to-end online shopping platform, that harnesses the power of artificial intelligence, robotics, and automation to solve the unique demands of online grocery. 

What you will be doing as part of the Operational Services Support Centre of Excellence?

Ocado has the most advanced grocery automation in the world. At the heart of our automated Customer Fulfillment Centres lies ‘The Hive’, where fleets of bots enable 50-item orders to be processed in just 5 minutes. Robotic arms collaborate seamlessly with the bots to pick and pack customer orders with human precision and accuracy. 

As an Operational Services Support Specialist, you will be responsible for monitoring and providing technical support to the operations within Ocado’s automated warehouses.

You will be:

• The key point of contact for Client operational teams, working closely with Engineering Operations and Technology teams to achieve desired outcomes and be a point of contact for related queries.
• Working with a team of site support specialists during your shift, making work and workforce management assignments (including tickets, mobile robot recoveries, and arranging recovery windows).
• Working in and with the support specialist team to ensure effective coverage of services and fulfilment of related targets or service level agreements.
• Working on rotating shifts, at our office to ensure 24/7 monitoring and support of the warehouses.
• Working entirely onsite.
• Ensuring the timely pickup and response to incidents from assigned teams or specialists.
• Monitoring business systems operations.
• Identifying and raising system faults in appropriate platforms.
• Managing system faults towards a timely resolution.
• Resolution, escalation, and management of logged incidents.
• Analysing the performance of key assets within Ocado’s automated warehouses.
• Investigating failed tasks and inaccessible stock and customer totes.
• Communicating with relevant parties to ensure visibility and a fast resolution
• Highlighting and resolving pick support issues.
• Providing regular reporting on shift performance and tasks.

What skills, experience, and qualifications are key to succeeding in this role?

• Great customer service with great communication skills;
• Personable, open, flexible, and able to follow best business practices;
• Great interpersonal skills - ability to engage with the stakeholders at all levels to provide technical updates as well as with technical requests;
• Strong verbal and written communication skills in English at all levels;
• Strong technical communication ability;
• Strong time management and organisational skills;
• Ability to engage at all levels to ensure the work is progressed in a timely manner in order to meet business requirements;
• Strong analytical and problem-solving skills;
• Ability to learn and think quickly, as well as being very hands-on when required;
• Ability to drive and progress a situation towards a timely resolution;
• Nice to have but not a must- Experience in software support, troubleshooting and analytical skills.
• Nice to have but not a must-Experience in technical support, incident support, and site support, Jira and Active Directory
• Ability to manage and resolve technical incidents 

What’s in it for you?

• 300 BGN monthly social allowance 
• Regular pay review, based on performance
• 25 days of annual leave;
• A Luxurious Medical Plan, including health & dental coverage and an option to enrol family members;
• Life and Disability Insurance;
• Pension contribution;
• Employee Assistance Program - FREE access to professional consulting services in the field of finance, legal and mental well-being;
• Enhanced Paternity and Maternity Leave program;
• Access to Ocado Share Programs.

#LI-OT