Business Excellence Desk Specialist (BB-24560)

Encontrado en: Neuvoo CR


Life is different at N3. We are driven by our passions and propelled by our quest to innovate, thrive and learn. We are the tastemakers of technology, transforming the way the world works and shaping the future of business. We work hard. We play hard. We make moves. Here, success is no accident. It’s ours to grow.

N3, Part of Accenture, is looking for a Business Excellence Desk Specialist to join our dynamic team in Costa Rica.

N3 is a sales and marketing solutions firm dedicated to working with software and technology solutions providers. Our client base includes a range from small start-up companies to market leaders such as Microsoft, IBM, Citrix, and more as well as their partner networks. N3 has sustained rapid growth since its founding in 2004.

At N3, we are a performance-based organization that rewards creativity, hard work, and success. As a fast growing firm, N3 offers great advancement opportunity including the potential to cross-train in career areas of interest to you. N3 is not your typical corporate environment. Our business casual atmosphere and fast-paced workday make N3 a unique place to work.

The role will provide support to Microsoft Sellers with operational and administrative tasks .

Duties and Responsibilities: Key responsibilities include but aren’t limited to:

  • Respond to user’s inquiries by mail/chat within the stablished SLAs.
  • Responsible for the resolution of assigned cases following the business rules.
  • Responsible for the follow-up of assigned cases until final resolution is reached.
  • Responsible of maintaining the system of record updated according to stablished business rules on daily basis.
  • Responsible for providing superior quality services for reactive and proactive activities.
  • Responsible for providing the support and guidance as per the norms of the organization.
  • Oriented to exceed the client’s expectations in terms of responsiveness as well as accuracy standards.
  • Responsible for maintaining high levels of professionalism and remains updated with various organizational procedures (internal and external) as well as additional areas related to the specific role.
  • Responsible for attending the meetings, training sessions, etc., and making sure that the team’s objectives and goals have been achieved.
  • Responsible for providing top-level support and engagement to the users of the service.
  • Responsible for identifying possible new services for the desk.
  • Responsible to acquires in-depth knowledge of existing business processes and systems, documenting process models and task analysis, to identify areas for potential process improvement.
  • Responsible for providing key insights on the services provided.
  • Responsible for scheduling high level meetings for complex support requests.
  • Responsible for review all client complaints, rectify issues, and liaise with appropriate departments to handle complex issues to provide more effective solutions.
  • Responsible of maintain user confidence and protect operations by keeping information confidential.
  • Participate in project walkthroughs: business requirements gathering, design walkthrough, functional test plans and implementation sessions.
  • Skills and Specifications:

  • Ability to speak, write and read the English language – Advanced.
  • Ability to speak, write and read the Spanish language – Native / Preferred.
  • Ability to prioritize amongst multiple urgent and important things.
  • Ability to present results on regular basis to stakeholders.
  • Ability to support with activities related to business analysis, sharing insights and recommendations.
  • Able to establish and maintain healthy working relationships with people in course of work.
  • Good judgment and decision-making skills.
  • Good professional appearance.
  • Key competencies: adaptability, proactivity, action-oriented, accountability and drive for results, cross-boundary collaboration.
  • Awareness of different business analysis techniques.
  • Excellent interpersonal communication skills combined with a helpful attitude.
  • Good communication (email, chat or phone), analytical and problem-solving skills with multitasking ability during pressure situations.
  • Able to work independently with or without any supervision.
  • Flexible, adaptable, and should be able to demonstrate enthusiasm with high levels of patience.
  • Has high levels of resilience, able to take input and direction to run with a task, works on own initiative.
  • Education and Qualifications:

  • 2+ years of previous work experience in a related field.
  • Intermediate proficiency in Microsoft Office – Outlook, Word, PowerPoint, Excel, SharePoint and CRM.
  • Customer service experience.
  • Microsoft MSX CRM experience desired.
  • Benefits:

  • Competitive salary 
  • Paid holiday, vacation and sick days
  • Medical coverage
  • Employee Referral Program
  • Data Protection Requirement

  • Adhere to all N3 Data Protection policies, standards, and procedures per your role. Take required continuing education courses in Data Protection at N3 for your role.
  • Equal Employment Opportunity

    N3 recruits, hires, and promotes for all positions without regard to race, religion, color, national origin, gender, age, sexual orientation, gender identity and/or expression, handicap or veteran's status. All terms and conditions of employment such as compensation, benefits, work assignment, availability of facilities and privileges of employment

    calendar_todayhace 6 días

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    location_onHeredia, Costa Rica

    work N3

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