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Oferta de empleo

Incident Support specialist

Brillio LLC. Trabajo en Costa Rica con www.tecoloco.co.cr. Las mejores ofertas de trabajo y ofertas de empleo en Informatica Internet en Costa Rica.



Detalle de la oferta

detalle de la oferta

Brillio LLC
www.brillio.com Technology consulting services
NOMBRE DE LA OFERTA
Incident Support specialist Área de la empresa:Tecnologias de Informacion
Cargo solicitado:Soporte Tecnico
Puestos vacantes:100
Tipo de contratación:Tiempo completo
Nivel de experiencia:de cinco a diez años
Salario máximo (USD):
Salario mínimo (USD):
Vehículo:Indiferente
País:Costa Rica
Departamento:Cartago
Idiomas

IDIOMAS

Inglés
(Opcional)
Nivel:
Avanzado


Español
(Opcional)
Nivel:
Avanzado


Descripción

DESCRIPCION DE LA OFERTA

This role requires effective communication skills and imaginative, bold thinking in all situations. The Incident Manager (IM) must be able to coordinate with teams comprised of Customers, Partner and customer resources engaging in the delivery of complex solutions that drive our clients vision. The IM must display executive presence and confidence to assist with managing relationships internally and with the customer.
The IM acts as a trusted business partner to Premier Technical Account Managers (TAM) who support Premier customers. The IM is responsible for assisting the TAM with the overall quality and satisfaction of the customer’s services relationship.
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
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


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