Dcx IT Support Analyst

hace 3 semanas


San José, San José, Costa Rica Emerson A tiempo completo

Responsibilities include:

  • Act as a single point of contact for customer inquiries
  • Demonstrates basic knowledge of customer base, market channels and products
  • Effectively uses techniques, skills, equipment, procedures, and materials to answer inquiries accurately and completely
  • Responds to and documents proper information into service now, for all customer inquiries or complaints
  • Communicates effectively in a clear and understandable manner
  • Responsible for providing excellent service support for external and internal customers
  • Effectively identifies and evaluates solution options before making decision in a timely manner. Ability to recognize when escalation may be necessary
  • Researches and resolves customers' complaints timely and effectively
  • Act as a trusted advisor to customers, taking ownership of various (systems, product, etc.) inquiries and manage proactive communication effectively
  • Maintain highlevel professional communication skills, delivering an exemplary level of Customer Service
  • Manage routing of inquiries to appropriate internal support teams
  • Manage customer inquiries with internal sales (inside/outside) teams and provide timely responses to customer

Knowledge, Skills and Abilities:

  • BA/BS in Information Systems or related area plus 2 years related experience.
  • Excellent troubleshooting, problem solving and project management skills for internal technical consulting with other Emerson Groups and Divisions
  • Strong analytical and organizational skills, along with strong verbal and written communication skills
  • High degree of selfmotivation and a passion for excellence in customer service
  • Selfmanaged sense of urgency
  • Position requires offhours and oncall support
  • Excellent interpersonal skills, empathetic, able to balance compassion with knowhow and tackle challenging situations
  • Ability to analyze problems, identify root causes and suggest viable solutions
  • Ability to work efficiently, multitask and prioritize tasks effectively

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