Senior Customer eXperience IT Specialist
Encontrado en: Talent CR S2 - hace 1 semana
The Position
What you will be working on
Provide 1st level support from a wide range of services including travel and expense, procurement and IT services, to internal and external customers and patients.
Handle Incidents & Requests Received via Multiple Communication Channels and coordinate the End-to-End Ticket Lifecycle by following the incident and request management procedures.
Guide customers on Self-Service, by encouraging customers to be more autonomous, by guiding them to solutions, sharing guides & showing Self Service Portal capabilities, etc. Moreover, contribute to Building Knowledge for customer experience organization and customers.
Ensure that excellent customer experience is achieved through the combination of soft skills and customer- centric mindset.
Invest in Self-Learning and development, stay up-to-date with new services, and invest in technical expertise for specific areas according to the business need.
Contribute on creating, modifying and removing knowledge articles for customer experience organization and customers.
Assist as a coach and/or a mentor for non-Senior Specialists.
Contribute to process improvement, innovation and involvement in resolution of complex technical issues.
Support on escalations done by our customers.
Involvement in projects
The ideal candidate
Customer oriented mindset, highly accountable, agile, and results oriented.
Ability to work in, co-create and contribute to a highly complex and team-oriented global environment.
High aptitude for learning and developing skills in his/her areas of specialization.
Ability to work in, and contribute to, a fast-paced and changing environment, where multiple priorities need to be effectively managed, while maintaining composure and flexibility in a structured environment .
Taking ownership and driving end to end resolution while keeping the customer updated.
Ability to comply with process requirements, like discipline on the job schedule, adherence to established procedures and effort to meet performance metrics related to the job.
Contribute to the organization's quality goals by knowing and understanding quality metrics and the way she/he can positively impact those.
Willingness to share the knowledge with my peers and help them grow in their technical and soft skills expertise.
Excellent organizational and communication skills, and the ability to prioritize tasks among many.
REQUIRED QUALIFICATIONS/EDUCATION and/or EXPERIENCE:
IT Education and Experience:
High School Diploma
Fluent in English and Portuguese with 85% or more, excellent written and oral communications skills is required.
Advanced troubleshooting and problem solving skills.
4 years of experience:
Associate's IT Degree is a plus.
At least 1 year in customer service.
At least 3 years working in an IT support environment, Service Desk, Desk-side or technical support.
or 3 years working in an IT support environment, Service Desk, Desk-side or technical support and an Associate’s IT Degree.
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