Technical Support Specialist
We are excited to announce an opportunity for highly motivated and experienced Technical/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 solutionResponsibilities:• 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 followso 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 leadJoin us now!#J-18808-Ljbffr
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