CUSTOMER SUPPORT REPRESENTATIVE - IT EXPERIENCE

Nombre de la empresa:

MALTHUS DARWIN

Ubicación

Población:	Barcelona
Provincia:	Barcelona
País:	España

Descripción

Puesto vacante:	CUSTOMER SUPPORT REPRESENTATIVE - IT EXPERIENCE
Categorías:	Atención a clientes - Atención al cliente
Nivel:	Especialista
Número de vacantes:	1
Descripción de la oferta:	MULTINATIONAL IT COMPANY REQUIRES: CUSTOMER CARE REPRESENTATIVE FOR THEIR CUSTOMER SERVICE DEPARTMENT. Responsibilities: 1.Managing of communication with customers (via e-mail, Helpdesk and calls) 2.Quick learning of customer infrastructure, processes, contacts and the functionalities of the new systems 3. Order flow monitoring/ analyzing non-standard errors/ problems - proposing solutions 4.Troubleshooting/ error management 5. Educating customer personnel / responding to technical queries - by email and Ticket 6.Training to the new colleagues 7.Documenting of the established processes 8. Communicate issues to cross-functional partners and facilitate dialogue through to resolution (equivalent to 3rd party interfacing) / Managing the 3rd party relationship 9. Data reconciliation between different 3rd parties we interfacing with and our system / clean up 10.Reporting to client 11.Testing of new implementations/ fixes 12.Rapid and effective response in critical situations 13.Attendance to customer conference calls (KPI call, Operations call, Transmission Errors call, Post Chartreuse call etc. etc.) Success measures: 1.Communication: client confidence, continual involvement in client decision-making 2.All e-mails and requests coming in answered within the reasonable time (3-4 working hours) 3.Order flow monitoring times daily/hourly / quick and professional handling of non-standard errors/problems 4.Troubleshooting/order management within time as set SLA of the partner. 5.Reporting (if the deadline has been met) - KPI client 6.Data clean up done regularly (once a week) 7. Alerting relevant people to downtimes in reasonable time. 8. Effectively managing the communication in crisis situations 9.Analyzing of new functionalities proposal and implementing of the new support processes 10.Successful transfer of knowledge and assistance to the new colleagues 11.Managing and control of the workload and performance for the new colleagues

Requisitos

Estudios mínimos:	Educación Secundaria Obligatoria
Experiencia mínima:	Al menos 2 años
Requisitos mínimos:	1.Strong written and verbal communication skills/highly articulate, good telephone manner 2.Ability to multitasking 3.Prioritizing and ability to meat deadlines 4.Organizational and analytical skills 5.Ability to understand complex systems and processes 6. Ability to work under pressure 7. 3rd level education 8.Fluent in English/Spanish 9.Team player 10.2+ year of working experience in IT environment 11. Ability to adapt to the rapid changing environment 12.Ability to work independently with little supervision

Contrato

Tipo de contrato:	Indefinido
Jornada laboral:	Completa