Tier 1 Support Specialist - Remote position

Descripción de la oferta

Purpose:

As a Tier 1 Support Specialist, you will serve as the primary point of contact for our clients and custodians, ensuring that their needs are met promptly and effectively. You will be responsible for handling data feed setups, deactivations, client communications, and troubleshooting issues. Your role will involve coordinating with internal teams, managing client expectations, and maintaining clear and effective communication throughout all processes.

Responsibilities:

Daily Operations: Monitor production issues during the morning process, Identify, document, and troubleshoot data and integration issues,

Data Feed Management: Handle data feeds requests, Coordinate the setup of new data feeds with internal teams and data providers, ensuring accuracy and timeliness.

Monitor and address any issues affecting data feeds, coordinating with custodians to resolve delays or discrepancies.

Issue Resolution: Analyze problems, implement solutions, or escalate to senior team members as needed.

Client Onboarding: Coordinate the onboarding process for new clients, including collecting necessary information, preparing materials and gathering feedback to improve the training experience and scheduling follow-up meetings.

Client Communications: Address client inquiries and provide timely updates on their requests and issues. Send mass communications for updates, migrations, and tool changes.

Training and Documentation: Create and update SOPs, user manuals, flow charts, and training materials to support client interactions and internal processes.

Skills and Qualifications:

Advanced level of English.

Bachelor's degree in business administration, Accounting, IT, or related fields is desirable.

Strong communication and coordination skills.

Ability to troubleshoot and resolve technical issues.

Experience in client support, data management, or a related field is preferred.

Proficiency in using support and communication tools.

Ability to create and update documentation and training materials.

Experience in using CRM software and support ticketing systems.

Ability to work independently and collaboratively in a team-oriented environment.

Strong problem-solving skills and attention to detail.

Requerimientos

• Educación mínima: Terciario
• 1 año de experiencia
• Idiomas: Inglés
• Edad: A partir de 20 años
• Conocimientos: Microsoft Excel, Windows, CRM, Aceptación de errores y fracasos, Adaptación al cambio, Análisis, Comunicación y persuasión, Gestión de proyectos, Gestión del Tiempo, Trabajo en equipo, Administración de sistemas

Palabras clave: apoyo, support, soporte, especialista, casa, remoto, remote, teletrabajo, home

Hace más de 30 días

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