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Technical Analysis Senior Associate

hace 1 mes

San Francisco, Heredia, Costa Rica Ntt Data A tiempo completo

Technical resource that serves as a liaison between the business customers as team lead.
This person must demonstrate a strong ability to analyze business requirements, develop, and deliver a scalable and sustainable product.
This person must demonstrate the ability to lead business requirement gathering sessions and deliver basic technical solutions.
The scope is supervise team, monitoring & reporting tools and in some times attend calls our customer.
**Key Reponsabilities**:

- Ownership and management of Salesforce Support Queue (production support) and support team
- Development of knowledge articles and end-user training guides for new feature releases
- Maintain service level agreements and high customer satisfaction scores
- Reach out to vendor support if necessary
- Team lead and supervision of the IVR
- Monitoring/Supervision of the workshifts and agent availabilities.
- Weekly and Monthly customer operation review in order to ensure healthy SLAs based current contracts.
**About NTT DATA Services**

NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law.
We are committed to creating a diverse and inclusive environment for all employees.
If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.