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Senior Business Solutions Analyst

hace 3 semanas

San Francisco, Heredia, Costa Rica Ntt Data A tiempo completo
About the Role

As a Senior Business Solutions Analyst, you will serve as a liaison between business customers and technical teams. This role requires strong analytical skills to develop and deliver scalable and sustainable products.

The ideal candidate will have excellent leadership skills to lead business requirement gathering sessions and deliver basic technical solutions.

Key Responsibilities:

  • Ownership and management of Salesforce Support Queue (production support)
  • Development of knowledge articles and end-user training guides for new feature releases
  • Maintenance of service level agreements and high customer satisfaction scores
  • Coordination with vendor support when necessary
  • Team lead and supervision of the IVR
  • Monitoring/Supervision of the workshifts and agent availabilities
  • Weekly and Monthly customer operation review to ensure healthy SLAs based on current contracts