Descripción de la Oferta

Years of experience – 4-6 years minimum

The successful IM:
• Leverages company assets for the greatest effect of customer success
• Assist with managing reactive support health of a business
• Ensure reactive issues are escalated and resolved
• Engages in building long term customer relationships with business and IT stakeholders
• Prepare customer facing communications for status updates and incident reports
• Is a customer advocate, ensuring that customers realize the full value of their investment
• Manage bridge calls and notify respective support groups
Some of the more essential skills required for executing the objectives of the role are:
• Critical Thinking, Deductive Reasoning, Problem Solving
• Leadership Capacity, Capability, and Competency (Leaders inspire others to act)
• Command & Control presence, Active Listening
• Maintaining a professional demeanor and attitude while being assertive
• Ability and confidence to act with decisiveness on critical decisions
• Exercise influence over a wide range of individuals at all levels of technical & business leadership
• Ability to multi-task and make sound judgments in a fast-paced, high stress environment.
• Ability to challenge information if the response does not fit the situation
• Excellent telephone, oral communication skills, strong verbal and written English
• Strong interpersonal & relationship building
• Ability to learn and develop quickly.
Qualifications and Experience:
• Bachelor’s Degree or equivalent experience required
• Excellent written and oral English language skills
• Excellent written and oral additional language skills - one of the following: Spanish / Portuguese
• Demonstrated experience in handling corporate customers (5 years)
• Aptitude for IT and Technology (3 years)
• A comprehensive understanding of technologies
• Intermediate understanding of ITIL/Service Management processes
• Escalation management experience (2 years)
• Corporate customer relationship experience
• Intermediate understanding of ITIL/Service Management processes

Lenguajes