Position Snapshot

Location: Vevey, Switzerland 
Company: Nestlé Operational Services Worldwide
Act. Rate: Full-Time 
Type of contract: Permanent contract 

Genuine opportunities for career and personal development
Modern “smart office” locations providing agile & collaborative workspaces
Dynamic international working environment
Attractive additional benefits 

Position Summary

As a Premium support specialist, you will provide services and support to the top company VIP adapting service and delivery to their needs and to the context, while keeping it aligned with the IT strategy. You will act as a deputy of the Premium support coordinator and personally delivers support when Nestlé internal staff (or very high sensitivity) is required (eg key events like Executive Board Meetings, Board of Directors Meeting, Key Strategic Management Events, Annual General Meeting, Markets’ Managers Conference, ... or upon specific request from top management stakeholders). 

Premium support requires both very high technical skills on IT solutions used by our key executives as well as softskills to be able to deliver support and engage with C-level accordingly (resilience, stress management, communication and interpersonnal skills, self-confidence, sense of perfection, ...).

We offer a dynamic, inclusive, and international working environment with many opportunities across different companies, functions, and regions. Don’t miss the opportunity to join us and work with different teams in an agile and diverse context. 

A day in the life of a Premium support specialist

• Support and act as the Premium support coordinator deputy:
  • Actively participate in the service delivery, including quality, costs, availability and escalation management
  • Contribute in the evolution for the service(s) and bring insight to the business
  • Responsible of any action to remain in full compliance with Nestlé standards and guidelines
• Deliver premium service and support:
  • Provide immediate support to all stakeholders’ requests enabling them to work flawlessly with IT solutions
  • Coordinate incident resolution leveraging fast track and escalation management when IT Organization involvement is needed
  • Coordinate with IT Service and Product owners any new solution, change, patching or communication need.
  • Deliver any reasonable support (even non standard like private advise, at home support, non standard devices, ...) that is required by a VIP
  • Create and deliver ad-hoc training and coaching sessions about IT solutions or topics with a language adapted to the stakeholders’ technical knowledge and expectation
• Act as Business Partner / IT Single Point of Contact
  • Collect, understand and challenge business requirements. Analyze business requirements and deliver solutions to meet/exceed business expectations
  • Coordinate projects with service providers to deliver solutions first time right, in expected timelines and budget - ensure projects are managed proactively and in full transparency
  • Develop and participate the relation with the network of Executive assistants

What will make you successful

• Excellent user orientation skills with several years of experience in support 
• Experience in VIP support and stakeholder management at senior level 
• Strong working knowledge of IT Systems and processes (Office 365 solutions, all what is around Mobility and Conferencing)
• Capability to analyze quickly business needs and to take quickly good and pragmatic decisions
• Good coaching skills to help the team to give the maximum to the business in the time scope defined
• Demonstrated outstanding reliance and resistance to stress