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BTSS Service Centralization - SNOW Case Management team delivers lean and agile BTSS support services, answering and quickly resolving employee's questions across the LATAM Region (Central America, Caribbean and South America), providing guidance in a wide variety of products such as travel, transportation, printers, mailroom, among others. Use of multiple channels such as phone, ServiceNow cases and chat to interact with employees and third parties to solve the most common inquiries or to move the requests to the appropriate groups within the CSS organization. **Responsibilities**: Provide customer solutions with seamless delivery of service and solve employee’s inquiries by answering calls, cases and chats in a contact center environment. Required to solve problems and investigate/resolve a wide variety of general inquiries that include gathering additional information, setting expectations, and working with the specialists when needed to fulfill the requests. **Requirements**: - English level: advanced - Portuguese level: Intermediate - Bachelor university degree or in progress - MS Office (Excel, Power Point, Word, Outlook) - Analytical and problem-solving skills - Consistently demonstrates clear written and verbal communication skills - Adaptable to change - Managing Diversity & Cross-Cultural Understanding - Teamwork - Customer service previous experience - **Job Family Group**: Corporate Services - **Job Family**: General Services - **Time Type**: Full time - Citi is an equal opportunity and affirmative action employer. Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. View the "**EEO is the Law**" poster. View the **EEO is the Law Supplement**. View the **EEO Policy Statement**. View the **Pay Transparency Posting
