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Saas Customer Care Agent

hace 1 mes

San José, San José, Costa Rica Micro Focus A tiempo completo

Provides technical input, and delivery model solutions/recommendations to Application Management Services deal pursuit.
Engages in and provides support for transition/transformation efforts.
Undertakes the Service support functions required to ensure service delivery compliance to budget, quality standards and committed service levels on an on-going basis following operational policies and processes that are compliant with industry standards, such as ISO, and best practices such as Information Technology Infrastructure Library (ITIL).
Manages the technical/service relationships: between the company and the customer, between the company and subcontractors/vendors, or among various company internal organizations.
Employees using this job family should be working in Applications Management not ITO or hardware support.
**_ Responsibilities: _**
- Solve issues that are critical or high-risk.
Independently integrate technical knowledge and business understanding to create superior solutions for the company and for customers.
- Incident Management: Resolve single
- Escalation Management: identify, manage, and lead escalations via established processes.
- Problem Management: Proactively and reactively look for solutions to prevent problems from occurring in team/technology area.
- Change Management/Implementation: Independently review, implement, and verify changes/solutions of high complexity and risk to meet customer needs.
May lead or participate in a Change Advisory Board.
- Configuration Management: Oversee configuration management processes, resolve issues, and implement processes to improve efficiencies.
- Quality: May provide feedback/influence change in internal and/or vendor-provided products/service offerings.
- Teamwork: Work as part of a global, and/or multi-functional team.
Lead teams which address operational processes and policies in work area.
Seen as a resource and may mentor less experienced team members within the team in one or more technical
- /operational policies/standards or business areas.
Is a trusted advisor inside and outside the team/technology area.
- Contract Knowledge: Demonstrates comprehensive understanding of contract obligations across business area.
Provides guidance to others to meet contract obligations.
- Mentor less-experienced team members on all areas of Applications Management work.
- Capacity and Performance Ensures that the Capacity Management process and working practices are effective and efficient.
Evaluates the impact of proposed changes on the capacity design and plan.
- Business Continuity Responsible for activities involving damage assessment, co
- ordination with other recovery teams, deciding on recovery steps to take, maintaining records, and providing recovery status reports.
**_ Education and Experience Required: _**
- Bachelor's degree in Computer Science, IT Service Management, Engineering, Business, or related field or equivalent work experience.
**_ Knowledge and Skills: _**
**_Typical skills include:_**
- High level of English (written and oral)
- ITIL Intermediate level Certified (desired)
- General understanding of related technologies.
- (developing) Influencing Others.
- (developing) Customer/Vendor Management.
- (developing) Business Analysis.
- Strong communications skills; good presentation skills.
- Client-facing interpersonal skills.
LI-DO1

**Job**:
Services

**Micro Focus is proud to be an Equal Opportunity Employer.
Prospective employees will receive consideration without discrimination because of race, colour, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, genetic information, citizenship or any other legally protected status