Retail Analyst Level Ii

hace 2 semanas


San Francisco, Heredia, Costa Rica Auxis A tiempo completo

Job Summary:


The Retail Analyst Level II oversees daily urgent and complex incidents/requests as required by their leads and Analysts, They must understand all current documented procedures, and promote all problem solving and investigational skills with the team members.


Responsibilities:

  • Identify reoccurring incidents or situations affecting multiple users and create problems as per ITIL standards.
  • Track and report system issues as needed.
  • Provide expert and creative solutions to user problems in support the tools and systems we support, to ensure user satisfaction and productivity.
  • Completely understanding of current SOPs and investigational skills to get new solutions and procedures, and documenting if necessary with proper evidence and validation.
  • Report and provide evidence of any anomaly or undocumented procedure, to direct Lead to be published and communicated.
  • Broad Knowledge and Analysis to identify critical scenarios.
  • Researching, resolving, and responding complex questions received via telephone calls, callbacks, or/and escalations, following current standards.
  • Acquiring and maintaining knowledge of relevant product offerings, current support policies, and methods of support delivery, to provide technically accurate solutions to users.
  • Comply with personal KPIs and assist SDLEAD to achieve the team goals.
  • Other related tasks and responsibilities as directed by the Auxis Service Support Lead or his designate(s).
  • Additional responsibilities include:
  • Comply and adhere to Auxis operational processes and security policies.
  • Use of Auxis Service management tools for Incident, Problem, Change and Configuration management.
  • Attend all operational and project (adhoc) related scheduled meetings as required.

Skills and Experience:

  • English
  • Spanish Language (Oral and writing 85 % or higher), (B2+ or above).
  • 1 or more years of Technical support Experience Knowledge/Training on best practices or IT frameworks, such as ITIL (Information Technology Infrastructure Library).
  • The resource will adjust its schedule based on the account needs.
  • High School diploma.
  • Must possess excellent communication skills and involvement.
  • Demonstrated experience in providing high levels of customer satisfaction and performance in a high transaction volume/high demand environment preferred.
  • Good presentation and a polite, tactful and friendly character.
  • Excellent Customer Service skills.
  • Nice to have Technical Proficiencies:
  • Cisco CCNA Modules.


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