Htom/Hte Jobs

Flint International

Location:
Turkey, Istanbul

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

For our client – worldwide leader in innovative IT and networking technologies – we are currently looking for a HTOM/HTE. Makes decisions impacting one or more Customers. These decisions may impact the revenue on customer accounts (i.e. SLA penalties). Makes decisions impacting multiple teams within the company. These decisions may impact the costs associated with those teams. Responsible for delivery on 1-5 customer accounts. These accounts may have more complexity, i.e. at least one account will have the full range of Expert Care services, including SLAs. Solves problems with high complexity. Can identify viable (and often innovative) options and use analytical skills and judgement to recommend an appropriate solution.

Job Responsibility:

Attains strategic knowledge of customer support, business needs and requirements to deliver successfully
May take on the lead role for global customers that have HTOMs assigned in multiple theatres/franchises
Serve as a lead communicator, documenter and champion of all customer’s needs within the company
Coach & mentor across various disciplines, peer delivery teammates
Assists with the creation of customer training
Orchestrate and deliver the Quarterly Customer Reviews, lead the discussion and organize follow-ups
Act as Resolution Leader for high visibility engagements (FET & CAP cases) that have a significant impact on the organization around improvements in customer satisfaction, operational efficiency or cost reduction
Use Operational Assessments to identify and share operational best practices, processes and procedures to improve the customer operations overtime
Work is autonomous
Minimal instruction is required
May require guidance for complex tasks
Provides training / guidance to new team members
Leads projects and initiatives

Requirements:

Bachelors + 7 years of relevant experience
Masters + 4 years of relevant experience
Advanced customer support process skills
ITILv4 Direct Plan Improve desirable
ITILv4 Drive Stakeholder Value desirable
CCNA Optional
Solid understanding of processes, procedures and systems
In-depth familiarity with broader underlying concepts in own job family/job discipline
Applies knowledge of how the team relates to other closely related areas

Nice to have:

ITILv4 Direct Plan Improve desirable
ITILv4 Drive Stakeholder Value desirable
CCNA Optional

Additional Information:

Job Posted:
December 08, 2025

Work Type:

Hybrid work

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