- Provide 1st level support from a wide range of services including travel and expense, procurement and IT services, to internal and external customers and patients.
- Handle Incidents & Requests Received via Multiple Communication Channels and coordinate the End-to-End Ticket Lifecycle by following the incident and request management procedures.
- Guide customers on Self-Service, by encouraging customers to be more autonomous, by guiding them to solutions, sharing guides & showing Self Service Portal capabilities, etc. Moreover, contribute to Building Knowledge for customer experience organization and customers.
- Ensure that excellent customer experience is achieved through the combination of soft skills and customer- centric mindset.
- Invest in Self-Learning and development, stay up-to-date with new services, and invest in technical expertise for specific areas according to the business need.
- Contribute on creating, modifying and removing knowledge articles for customer experience organization and customers.
- Assist as a coach and/or a mentor for non-Senior Specialists.
- Contribute to process improvement, innovation and involvement in resolution of complex technical issues.
- Support on escalations done by our customers.
- Involvement in projects
- Customer oriented mindset, highly accountable, agile, and results oriented.
- Ability to work in, co-create and contribute to a highly complex and team-oriented global environment.
- High aptitude for learning and developing skills in his/her areas of specialization.
- Ability to work in, and contribute to, a fast-paced and changing environment, where multiple priorities need to be effectively managed, while maintaining composure and flexibility in a structured environment .
- Taking ownership and driving end to end resolution while keeping the customer updated.
- Ability to comply with process requirements, like discipline on the job schedule, adherence to established procedures and effort to meet performance metrics related to the job.
- Contribute to the organization's quality goals by knowing and understanding quality metrics and the way she/he can positively impact those.
- Willingness to share the knowledge with my peers and help them grow in their technical and soft skills expertise.
- Excellent organizational and communication skills, and the ability to prioritize tasks among many.
- High School Diploma
- Fluent in English and Portuguese with 85% or more, excellent written and oral communications skills is required.
- Advanced troubleshooting and problem solving skills.
- 4 years of experience: Associate's IT Degree is a plus. At least 1 year in customer service. At least 3 years working in an IT support environment, Service Desk, Desk-side or technical support.
- or 3 years working in an IT support environment, Service Desk, Desk-side or technical support and an Associate's IT Degree.
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Descripción
The Position
What you will be working on
The ideal candidate
REQUIRED QUALIFICATIONS/EDUCATION and/or EXPERIENCE:
IT Education and Experience:
