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Escalations Specialist
hace 2 semanas
**_Experis IT es una empresa de tecnologías de la información que vincula de manera efectiva al talento más competitivo con grandes empresas en México, Norteamérica y Europa. Experis IT es parte de la empresa Manpower Group no. 1 en atracción de talento a nível mundial._**
Líder mundial en soluciones digitales innovadoras, de hardware y software está buscando un:
**Escalations Specialist**
Descripción general
Ayuda con la resolución de casos o problemas no resueltos dentro de los acuerdos de nível de servicio normales o el proceso comercial normal. Lleva los casos a la resolución para la satisfacción mutua de la compañía y el cliente. Aborda temas de ámbito típicamente regional.
**Responsabilidades**:
- Aprovecha el conocimiento de la organización y los procesos comerciales y soluciones para impulsar la resolución de problemas no resueltos dentro de los acuerdos de nível de servicio o a través de la ruta de soporte normal con un enfoque en la restauración rápida del servicio a níveles normales y minimizando el impacto en las operaciones del cliente.
- El alcance del trabajo es regional, pero se considera urgente y requiere una resolución rápida y exitosa.
- No soluciona problemas ni resuelve casos técnicos directamente, sino que gestiona la resolución del problema colaborando internamente con ingeniería, soporte técnico, servicios al cliente y socios, TI y otras partes interesadas, según corresponda. Actualiza al cliente directamente cuando corresponde o envía actualizaciones y resolución a los recursos apropiados para el cliente para transmitir al cliente.
- Ayuda con informes internos / actualizaciones sobre el estado de la resolución a la gerencia y otras partes interesadas hasta que se resuelva
- La resolución puede incluir redirigir el problema a otros equipos funcionales (Servicios al cliente y socios, operaciones de reparación, cadena de suministro u otras organizaciones) con instrucciones específicas sobre los próximos pasos a seguir.
- Puede trabajar directamente con el cliente final para garantizar una comprensión completa de las inquietudes y problemas del cliente; mantiene una conducta profesional e infunde confianza en el cliente de que el problema se resolverá por completo de manera oportuna.
- Puede administrar un proceso de escalamiento o excepción, como un pedido pendiente, resolución de RMA, discrepancia de envío, reconciliación de inventario.
**Requisitos**:
- 2-5 anos de experiência como Scalations Specialist
- Ingles avanzado B2+
- Experiência en Temas operativos
- Lic en Ingeniero industrial o afín, Comercio exterior es un plus
- Experiência en planta como Service delivery
- Lean six sigma Yellow belt (opcional)
- Alguien que tenga exp. En manejo de cuentas o Service delivery
- Manejo de Excel -Intermedio avanzado
- Reporte y análisis de información
- Conocimientos el Siebel o CRMs
- Garantizar KPIS, baja de reportes
Soporte a Estados Unidos
Soporte a otros depots
Contacto con vendedores en USA
Capacidad de moverse a anil CTDI-Tlalnepantla (centro de distribución en Tlalnepantla)
Se le asignara algún depot para supervisión
**Se ofrecen excelentes prestaciones superiores a la ley, esquema híbrido (se asiste 2-3 días a la semana), contrato directo con la compañía...**
Sueldo:
No mostrado por compañía
Categoría:
Tecnologías de la Información - Sistemas
Subcategoría:
Administración de proyectos
Localidad:
México-Ciudad de México
Sector:
Servicios
Giro:
Servicios de Outsourcing, Head Hunter y Consultoría en R.H. (Servicios)
Tipo de contratación:
Tiempo completo - Permanente
Número de oferta:
16318678
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