OneContact is focused on building Remote Teams across Europe (Customer Support and Technical) that are integrated into clients' People, Processes, and Products. Our clients are major software development companies who have entrusted us with the task of hiring customer support and technical resources which includes senior DevOps, AWS and Azure Consultants, Python Developers, Database Specialists, and many more. We are growing and Hiring!!! for Remote positions so visit us at onecontact.com.mk
The successful candidate will act as a technical consultant and subject matter expert throughout the lifecycle of all assigned applications. He/She will respond to both critical and routine application support requests, and interfaces with software vendors, organizations staff, and consultants for development and support.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Maintain Customer Care Case Management system and other core systems for Customer Care
Acts as Subject Matter Expert for assigned applications
Updates and maintains application configurations, including user security, as need to meet business requirements
Consults directly with Customer Care users to assess their needs and then creates and implements strategies to improve either the business or application
Creates reports in the assigned systems as requested
Acts as the system administrator for the systems ensuring accurate use of fields and data
Documentation of configuration and field usage of the supported systems
Create technical documentation for internal department training
Coordinates updates to the systems and tests updates prior to deployment
Monitors the Customer Peer to Peer platform to ensure discussions are answered and information provided in a timely fashion.
Works closely with Internal Technology, Sales Enablement, and Marketing
2PM - 10PM CET (flexibilty required during upgrades or critical issues for on-call support)
EDUCATION and/or EXPERIENCE:
Bachelor’s degree in a technical discipline or equivalent experience with proven training in applications, network administration and/or computer programming.
Minimum 5 years of related experience.
Experience with managing and migration of customer support application such as Salesforce to a new Customer Contact Tool (Fresh, Zendesk or Jira)
Experience managing other internal applications such as Single-Sign-on
Experience in providing input and assistance in the configuration and deployment of new systems for Customer Care.
Candidate must have the following qualifications:
Previous Application Administration and Customer Support experience
Previous experience with deployment or maintaining a Help Desk or CRM solution
Familiarity with ITIL Service Management principles
Ability to analyze and solve technical problems by investigating potential solutions using troubleshooting skills
Ability to stay organized
Ability to work and collaborative within a team
Effective communication skills
Strong interpersonal skills