Contract Administrator
hace 4 semanas
Overview:
**Role Purpose**
- The purpose of the role is to provide effective technical supportto the process and actively resolve client issues directly or throughtimely escalation to meet process SLAs._
**Do**
- ** Support process by managing transactions as per requiredquality standards**
- _ Document all pertinent end user identification information,including name, department, contact information and nature of problem orissue_
- _ Update own availability in the RAVE system to ensureproductivity of the process_
- _ Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions_
- _ Follow standard processes and procedures to resolve all clientqueries_
- _ Resolve client queries as per the SLA’s defined in thecontract _
- _Access and maintain internal knowledge bases, resources andfrequently asked questions to aid in and provide effective problemresolution to clients_
- _ Identify and learn appropriate product details to facilitatebetter client interaction and troubleshooting _
- _Document and analyze call logs to spot most occurring trends toprevent future problems_
- _ Maintain and update self-help documents for customers to speedup resolution time_
- _ Identify red flags and escalate serious client issues to Teamleader in cases of untimely resolution_
- _ Avoids legal challenges by complying with service agreements_
- **
Deliver excellent customer service through effectivediagnosis and troubleshooting of client queries**
- _ Provide product support and resolution to clients by performinga question diagnosis while guiding users through step-by-step solutions_
- _ Assist clients with navigating around product menus andfacilitate better understanding of product features _
- _Troubleshoot all client queries in a user-friendly, courteousand professional manner_
- _ Maintain logs and records of all customer queries as per thestandard procedures and guidelines_
- _ Offer alternative solutions to clients (where appropriate) withthe objective of retaining customers’ and clients’ business_
- _ Organize ideas and effectively communicate oral messagesappropriate to listeners and situations_
- _ Follow up and make scheduled call backs to customers to recordfeedback and ensure compliance to contract /SLAs_
- **
Build capability to ensure operational excellence andmaintain superior customer service levels of the existing account/client**
- _ Undertake product trainings to stay current with productfeatures, changes and updates_
- _ Enroll in product specific and any other trainings per clientrequirements/recommendations_
- _ Partner with team leaders to brainstorm and identify trainingthemes and learning issues to better serve the client_
- _ Update job knowledge by participating in self learningopportunities and maintaining personal networks_
**Stakeholder Interaction**
**Stakeholder Type**
**Stakeholder Identification**
**Purpose of Interaction**
**Internal**
- Team Leaders_
- Performance review_
- HR- Hiring and employee engagement and retention_
- Training Team_
- Capability development_
- Technical Lead_
- Training, issue escalation/ resolution_
**External**
- Client_
- Query Resolution_
**Display**
Lists the competencies required to perform this role effectively:
- **
Functional Competencies/ Skill**
- Process Knowledge - Knowledge of assigned process, tools andsystems - **Foundation to Competent**
**Competency Levels**
**Foundation**
Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with mínimal support and guidance.
**Competent**
Consistently demonstrates the full range of the competency withoutguidance. Extends the competency to difficult and unknown situations aswell.
**Expert**
Applies the competency in all situations and is serves as a guide toothers as well.
**Master**
Coaches others and builds organizational capability in the competencyarea. Serves as a key resource for that competency and is recognizedwithin the entire organization.
- **
Behavioral Competencies**
- Collaborative working
- Problem solving and decision making
- Attention to Detail
- Execution Excellence
- Client (Internal) Centricity
- Effective Communication
**Deliver**
**No.**
**Performance Parameter**
**Measure**
1.
Process
No. of cases resolved per day, compliance to process and qualitystandards, meeting process level SLAs, Pulse score, Customer feedback
2.
Self
- Management
Productivity, efficiency, absenteeism, Training Hours, No oftechnical training completed
-
Contract Administrator
hace 3 días
San José, San José, Costa Rica Multivex -Costa Rica - Fb A tiempo completoAbout the RoleWe are seeking a highly skilled Contract Administrator to join our team in San Jose, Costa Rica. This is an exciting opportunity for a professional with expertise in contract management to build strong relationships with internal stakeholders and external vendors.The successful candidate will be responsible for drafting, evaluating,...
-
Contract Administrator
hace 2 semanas
San Pedro, Costa Rica CRG Solutions A tiempo completo**_West Monroe isn’t a start-up consulting firm, but we act like one._** From day one, our people have the opportunity to make a definitive personal impact for their clients and their careers. What does this mean? It means we seek out the best of the best, and then we challenge them to make us better. We celebrate driven professionals who thrive in a...
-
Contract Administrator
hace 3 semanas
San José, San José, Costa Rica Multivex -Costa Rica - Fb A tiempo completoACERCA DE LA VACANTEFunciones del PuestoBuild expertise within the contract management disciplineBuild and maintain strong, collaborative relationships with GSP team members, WU Legal, and WU business units engaged in contract administration activitiesDraft, evaluate, negotiate and execute supplier contracts, statements of work, letters of authorization,...
-
Systems Administrator
hace 3 días
San José, Costa Rica Praxis A tiempo completoEstamos buscando un Systems Administrator responsable de: Esta persona será responsable de administrar la plataforma Kofax Capture, incluido el diseño, las instalaciones, la automatización/secuencias de comandos, las operaciones de desarrollo/parches, las actualizaciones y la supervisión del rendimiento. Esto incluye no solo dar soporte a las...
-
Systems Administrator
hace 4 semanas
San José, Costa Rica Praxis A tiempo completoEstamos buscando un Systems Administrator responsable de:Esta persona será responsable de administrar la plataforma Kofax Capture, incluido el diseño, las instalaciones, la automatización/secuencias de comandos, las operaciones de desarrollo/parches, las actualizaciones y la supervisión del rendimiento.Esto incluye no solo dar soporte a las aplicaciones,...
-
Contract Administrator
hace 3 semanas
San José, Costa Rica Multivex -Costa Rica - FB A tiempo completoACERCA DE LA VACANTE Funciones del Puesto Build expertise within the contract management discipline Build and maintain strong, collaborative relationships with GSP team members, WU Legal, and WU business units engaged in contract administration activities Draft, evaluate, negotiate and execute supplier contracts, statements of work, letters of...
-
Contract Administrator
hace 4 semanas
San José, Costa Rica Wipro Limited A tiempo completoOverview: **Role Purpose** - The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs._ **Do** - **Support process by managing transactions as per required quality standards** - _Document all pertinent end user identification information,...
-
Contracts Administrator 2-Fin
hace 4 semanas
San José, San José, Costa Rica Oracle A tiempo completoContracts Administrator 2-Fin-230001IX**Applicants are required to read, write, and speak the following languages***: English, Spanish**Detailed Description and Job Requirements**The Contracts Administrator job is comprised of either a Deal Specialist or a Deal Manager role.Both work in a multi-cultural environment and cover multiple countries and/or lines...
-
Contract Administrator
hace 3 semanas
San José, Costa Rica Wipro Limited A tiempo completoOverview:**Role Purpose**- The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs._**Do**- **Support process by managing transactions as per required quality standards**- _Document all pertinent end user identification information,...
-
System Administrator
hace 2 semanas
San José, Costa Rica E2e Technology Solutions A tiempo completoThis job applies for Colombia (Bogotá) and Costa Rica (San Jose). The system administrator position provides support for a range of activities and processes, including but not limited to: event detection and notification, service request, and incident management for servers and computer systems, you will be responsible for maintaining, upgrading, and...
-
Billing Administrator Professional
hace 7 días
San Francisco, Heredia, Costa Rica Experian A tiempo completoAbout the RoleAs a Billing Administrator for Experian, you will play a crucial part in ensuring the efficient compilation, management, and utilization of billing data, contract provisions, and pricing constructs across multiple systems to support client invoicing.This position requires collaboration with various teams, including sales, finance, pricing, and...
-
Contract Administrator Analyst I
hace 3 semanas
San José, San José, Costa Rica Emerson A tiempo completo**Duties and Responsibilities**- Perform specific order entry functions review which define the commercial and technical aspects of the proposal and customer order being entered- Ensure that commercial and contractual requirements of customer purchase orders are met in order that financial risk and penalty are reduced/eliminated, and customer satisfaction is...
-
Senior Siem Administrator
hace 3 días
San José, San José, Costa Rica Vs-Staffing A tiempo completo**Job Title: Senior SIEM Administrator (Splunk Preferred)****Overview**:Join an exciting opportunity with a leading energy and power client, a prominent utility company with an extensive footprint and strong industry presence.This is a full-time, long-term contract position, offering potential growth opportunities.**Required Experience and Qualifications**:-...
-
O365 Enterprise Administrator Professional
hace 7 días
San Francisco, Heredia, Costa Rica Kyndryl Costa Rica, Sociedad De Responsabilidad Limitada A tiempo completo**O365 Collaboration Services Administrator Role Overview**Kyndryl Costa Rica, Sociedad De Responsabilidad Limitada seeks an experienced O365 Collaboration Services Administrator to join our team.This key role involves providing expert support for communication and collaboration technologies, including Microsoft Office 365 and other cloud-based platforms.The...
-
Procurement Administrator
hace 7 días
San José, Costa Rica World Fuel Services A tiempo completoAt World Fuel Services, our employees are the key to our global success. We are industry leaders due to the innumerable talents of our approximately 5000 strong professional team. Our people thrive in an entrepreneurial and culturally-diverse environment, where innovative thinking, collaboration and efficient execution are highly valued. Our high-performance...
-
Salesforce Cpq Administrator
hace 3 semanas
San José, Costa Rica Netskope A tiempo completo**About Netskope**: Today, there's more data and users outside the enterprise than inside, causing the network perimeter as we know it to dissolve. We realized a new perimeter was needed, one that is built in the cloud and follows and protects data wherever it goes, so we started Netskope to redefine Cloud, Network and Data Security. **About the...
-
Database Administrator
hace 7 días
San José, Costa Rica World Business Lenders, LLC A tiempo completoWorld Business Lenders (WBL) provides general purpose short-term real estate collateralized commercial loans to a broad customer base comprised of small and medium sized businesses throughout the United States that lack access to traditional funding. WBL is a U.S.based company with a 100% remote workforce. The company is seeking to bolster its staff with...
-
Senior Siem Administrator
hace 5 días
San José, Costa Rica VS-Staffing A tiempo completo**Job Title: Senior SIEM Administrator (Splunk Preferred)** **Overview**: Join an exciting opportunity with a leading energy and power client, a prominent utility company with an extensive footprint and strong industry presence. This is a full-time, long-term contract position, offering potential growth opportunities. **Required Experience and...
-
IT Infrastructure Specialist
hace 4 días
San José, San José, Costa Rica World Network Systems A tiempo completo**About the Role**:We are looking for a highly experienced Network Administrator to take on a contract role with our company. This is an excellent opportunity to utilize your skills in Windows Server installation and support, firewall configuration, and Active Directory management.
-
Network Administrator
hace 3 semanas
San José, Costa Rica World Network Systems A tiempo completo**Responsibilities**:Must have a laptop, reliable internet, great work ethic, solid common sense, and a passion for IT.Ability to identify and resolve problems in a timely manner or know when escalating to higher tier support or 3rd party support.**Requirements**:3+ years of experience as a Network Admin- Windows Server installation and support- Firewall...