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Technical Support Specialist
hace 3 meses
We are excited to announce an opportunity for highly motivated and experienced T echnical/Business Support Specialists to join our dynamic team.
The ideal candidate will have good business acumen with basic or advanced knowledge of sales processes (quote to fulfill) and systems(CRM).
He/she has strong communication, and interpersonal skills, but also a good understanding to translate business requirements into technical instructions.Qualifications:
- Bachelor's degree or related experience in any related fields (sales, support, business management)
- At least 3+ years of experience in technical, business, or other types of support desk or sales operations roles
- Saas/Cloud experiences are a benefit
- Fluent in spoken and written English – Experience in working with different cultures from across the world
- High customer/user empathy
- Ability to work independently and as part of a team
- Strong problem-solving and analytical skills
- Ability to work in a high-pressure environment and manage multiple tasks/support channels and priorities
- Flexible and adaptable to changing work schedules and requirements
- Knows how to find the balance between quality and speed, standard procedures and interpretation towards a solution Responsibilities:
- Provide technical and business support for sales and customer-facing roles along core systems (CRM) and processes (quote to fulfill).
- You will execute so called "Technical checks" required to execute a sales deal.
- Handle and resolve end-user business inquiries by: detecting the issue through relevant questions, guide the user through troubleshooting steps, identify and hand-over complex scenarios or escalations through the right channels
- Execute across multiple support channels: knowledge bases, chatbots, tickets, system workflows, zoom/call-out, MS Teams collaboration...
- Navigate varying rules and exceptions, handle exceptions and escalations
- Translate business requirements into technical direction, building relevant understanding and communication skills for each audience
- Multiply your support expertise and knowhow by sharing observations, learning, recommendations,... with peers
- Be an advocate of our systems, processes, data, confidentiality, and compliance
- Collaborate with other support teams and multiple Cloud LoBs harmoniously
- Step-up during critical QEC times (e.g. working weekend or OT shifts)
- Deal with pressure and escalations through empathy
- Work within this 24hr service with planned schedules (9hrs incl. 1hr break and required handover times) as follows o Americas time zone (6 positions) – 10:00 pm – 7:00 am
- Deliver work mostly virtually but with a potential change to in-office either 2/5 days or 1/5 days for team members with lengthy travel times as agreed with the team lead Join us now #J-18808-Ljbffr
