Support Management
hace 1 semana
En Edgebound siempre estamos listos para vivir nuevas experiências, somos la agencia de eCommerce número uno en México y tenemos un lugar para que te integres a nuestro equipo de trabajo.
Estamos en la búsqueda de un **Support Management** donde te aseguraras de que las plataformas de comercio electrónico operen de manera adecuada, óptima y eficientemente cumpliendo con los alcances contractuales de cada uno de los clientes (SLAs) generándoles valor y confianza mediante una comunicación clara, constante y efectiva.
**Responsabilidades**:
- Proporcionan un soporte de primer nível a todas las solicitudes realizadas por el cliente.
- Realizar el registro, canalización, documentación y cierre de tickets.
- Dirigen a los clientes a través del proceso de resolución de solicitudes.
- Comunicación directa con el cliente durante todo el ciclo de vida del ticket
- Escalan consultas y tickets no resueltos al siguiente nível de resolución.
- Actualización de base de conocimientos
- Realizar reportes de KPIs, mensuales y ejecutivos
- Proporcionan seguimiento de los clientes, dan información y brindan resolución de problemas.
- Realizar modificaciones o mejoras de procedimientos.
**Habilidades**
- Negociación
- Abstracción.
- Comunicación.
- Buena resolución de conflictos
- Multitarea
- Autodidacta
- Ordenado
- Trabajo y cumplimiento de objetivos bajo tiempo comprometido.
**Conocimientos Técnicos con 3 años de experiência en**:
- Manejo de administrador de eventos para la documentación de las solicitudes
- Suite Office
- ITIL
- Postman
- Editores de texto (Sublime, ATOM)
- Manejo de contratos de SLAs
- Conocimiento en tiendas de comercio electrónico
- Interpretación de JSON
- Herramientas de monitoreo de transaccionalidad y datos (FTPs,AWS)
- Metodología SCRUM
- ISO 20000
- Ingles conversacional
- Conocimiento en tiendas ecommerce
Tipo de puesto: Tiempo completo
Salario: $12,755.07 - $28,988.30 al mes
Horario:
- Turno de 8 horas
Prestaciones:
- Opción a contrato indefinido
Lugar de trabajo: remoto híbrido en 11040, Ciudad de México
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