Analyst Customer Support
hace 5 meses
Overview
Kensium is currently seeking a Analyst -Customer Support to join our Team. You’ll play an integral role in an exciting and fast-paced environment where the sky is truly the limit..
You should be a self-aware, self-starting individual.The right person for this job will pride themselves on taking responsibility for their role. You should be a individual who is passionate about their work and strives for continuous improvement. This role carries with it the possibility of providing a good deal of influence on how our growing team matures as we expand our influence within the global Ecommerce eco-system. You should be a collaborative team member who is passionate about sharing the things you’ve learned as well as learning from others on the team.
**Responsibilities**:
- Triage support requests in the appropriate Request tracking systems - Jira, JSD
- Install and configure of Kensium products as directed by product owners.
- Own Support Requests until closure and ensure that Clients are receiving regular status updates. This position requires hands on troubleshooting and resolution of requests.
- Deliver exceptional Client service by being responsive and professional in all interactions with clients and coworkers. Perform all steps relevant to validate the client request and correctly identify the severity of the request.
- Properly document support ticket categorizations, descriptions, steps to reproduce, root cause, and resolution.
- Conduct system maintenance tasks for managed services clients and prepare analysis report on a regular interval.
- Review and understand Client contracts as they relate to the signed SLA’s that should be followed to respond to and work support Requests./li>
- Ensure that proper processes are being adhered to and be able to report to the team lead and operations manager when improvements need to be made.
- Evaluate the impact of the request on the Client, then be able to prioritize the importance.
- Create and maintain good relations with Clients to ensure a high level of Client satisfaction.
- Analyze and troubleshoot requests before escalating to the Level 2 Support team with the relevant details.
- Work with management to document and provide content for knowledge for easier reference on future Requests for all team members. Any other responsibilities may be assigned from time to time, and you should have the willingness to accept and excel at new responsibilities, but also push back if the new responsibilities will take too much away from your core ones.
**Minimum Qualifications**:
- Graduate/Postgraduate (BCA/B Tech/MCA)
- 2-4 Years of experience as CSR in any Voice/Non-Voice Process, from an eCommerce/ERP background Zeal to learn and acquire skills.
**Skill Levels**:
**General Skills**:
- Hands-on experience in any well-known Ticket Management tool
- Ability to communicate well with peers, cross-functional groups, and international customers (excellent spoken and written English language skills), articulate and succinct
- Can demonstrate or discuss analytical and problem-solving abilities, like how do diagnose a request or issue and plan appropriate troubleshooting measures.
- Ability to think like a customer (see not their own, but the user’s perspective)
- Brave in doing the right thing the right way, as opposed to just sticking to the right way, following orders, or following processes at all costs
- Ability to quickly identify challenges and bubble them up all the way to the top management (when necessary) and provides solutions as opposed to problems
- Outstanding interpersonal and organizational skills
- Multi-tasking in a fast-paced environment - Proficient in Software skills, including MS Office
- Receives ideas, information, and direction (both oral and written) positively. Seeks to clarify and confirm understanding if any instructions or terms are unfamiliar or vague.
- Prior experience with Quality Assurance or Implementation of Systems is considered.
**Ecommerce Specialist Skills**:
- Linux/Windows Administration (desired for 10% or work)
- Experience working with Magento, and BigCommerce Admin is desired.
- Understanding of ecommerce Integrations is desired.
- Hands-on Experience with Payment Gateways and shipping Solutions are desired.
- Experience working with Hosting Providers and analyzing Site performances.
- Experience performing ecommerce Site Maintenance activities.
**ERP Specialist Skills**:
- Experience working with Acumatica is desired.
- Hands-on Experience with Payment Gateways and shipping Solutions are desired.
- Experience performing ERP Site Maintenance activities
- Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. In addition, duties, responsibilities, and activities may change at any time with or without notice.
Submit your cover letter and resume to:
-
Customer Support Analyst
hace 5 meses
Merida, México Kensium Solutions LLC A tiempo completoKensium is currently seeking a Customer Support Analyst to join our Team. You’ll play an integral role in an exciting and fast-paced environment where the sky is truly the limit. **Responsibilities** - Triage support requests in the appropriate request tracking systems - Jira, Jira Service Manager - Install and configure Kensium software products (POS,...
-
Customer Support
hace 5 meses
Merida, México Valuable Recruitment A tiempo completo**About us**: Ronin The Masterless Samurai Agency, is not just a service provider but a guardian of entrepreneurial success. We empower businesses to dominate the digital landscape, ensuring every step in their journey is secure, profitable, and ahead of the curve. Our comprehensive suite of services, from premium agency accounts to our innovative Ronin...
-
Customer Support Specialist
hace 5 meses
Merida, México Daytrip A tiempo completoJoin the Daytrip team as a Customer Support Specialist and build on your professional skills, while helping us become a globally recognized travel brand! Our young team of customer-focused, travel and tech enthusiasts is on a mission to create a new approach to traveling, and become a household name for travel needs by creating unforgettable memories for...
-
Customer Service Analyst
hace 5 meses
Merida, México Augusta Sportswear Brands México A tiempo completoAbout the role: Responsible for processing orders and credits by accurately entering data in to an operating system while working remotely. In addition, this position would interact and partner with Customer Service team members to provide a high level of support to our Customers. **Profile**: - Must be fluent in Spanish and English. - High school diploma...
-
Business Analyst
hace 5 meses
Merida, México Alinsco Mexico Sa de CV A tiempo completoAlinsco Insurance is the top auto insurance agency in Texas in customer service, catastrophe management, and claims processing. Currently we are looking for a **Data analyst.** The position analyzes KPIs, monitors and creates reports needed by the BI or Executives. These reports will deliver consistent, actionable information and insights across the...
-
Customer Service Analyst
hace 5 meses
Merida, México Augusta Sportswear Brands México A tiempo completoThis role is responsible for processing orders and credits by accurately entering data in to an operating system while working remotely. In addition, this position would interact and partner with Customer Service team members to provide a high level of support to our Customers. REQUIREMENTS AND QUALIFICATIONS: - English: Business fluent or native. - High...
-
Financial Analyst
hace 5 meses
Merida, México Servicios Comerciales Amazon México S. de R.L. de C.V. A tiempo completo1+ years of finance experience - 2+ years of Accounts Receivable or Account Payable experience - Knowledge of standard software including Excel, Access, Oracle, Essbase, SQL and VBA skills - Experience using data to influence business decisions - Experience in corporate finance including budgeting/planning, forecasting and reporting At Amazon, we are...
-
Customer Support Jr
hace 5 meses
Merida, México QuestionPro Latinoamerica A tiempo completoEn **QuestionPro Latinoamérica** estamos en búsqueda de un **Customer Support Jr** a tiempo completo en **Mérida, Yucatán**. Buscamos a alguien apasionado por la tecnología y la capacitación, con habilidades para resolver problemas. Como parte del equipo de Soporte Técnico, serás responsable de resolver dudas tanto para nuestros clientes como para el...
-
Technical Support Engineer
hace 5 meses
Merida, México Kwan Technology Inc A tiempo completoTechnical Support Engineers at Kwan provide multiple channels of technical assistance to help ensure our Client's customers are securely and properly using their Identity Management security platform. We are looking for either a junior person with strong potential or an experienced A+ team member. - Technical support for customers purchasing and using the...
-
Customer Advocate
hace 3 meses
Merida, México Boldr A tiempo completoWHAT IS YOUR ROLEAs a Customer Advocate, you will be responsible for interacting with customers to address inquiries and resolve complaints regarding the clients’ products and services. In this position, you will collaborate with internal and external teams to handle the customers' needs and to provide excellent customer service in a timely and...
-
Customer Experience Advisor
hace 5 meses
Merida, México WorldStrides A tiempo completo**Job Overview**: As a Customer Experience Advisor at Envision by Worldstrides, you will play a crucial role in ensuring a seamless and positive experience for enrolled families participating in our education travel programs. You will be responsible for addressing inquiries, providing assistance with logistics and travel-related concerns, and maintaining a...
-
Customer Service Representative
hace 5 meses
Merida, México WorldStrides A tiempo completoThe Customer Service Representative (CSR) represents WorldStrides by providing accurate and timely responses to both internal and external customer inquiries. In many instances, the CSR is the only contact the “parent” customer has with WorldStrides. In that regard, the CSR should properly represent the brand image of the company as follows: - Provide...
-
Technical Support Representative
hace 5 meses
Merida, México Boldr A tiempo completo**A LITTLE BIT ABOUT Boldr** - Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world. - We are a global team, united by our desire to connect diverse people with common values for boldr impact. - We employ just over a thousand team members...
-
Technical Support Specialist
hace 5 meses
Merida, México Boldr A tiempo completo**A LITTLE BIT ABOUT Boldr** - Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world. - We are a global team, united by our desire to connect diverse people with common values for boldr impact. - We employ just over a thousand team members...
-
Customer Success Manager
hace 5 meses
Merida, México Kwan Technology Inc A tiempo completoAs a Customer Success Manager at Kwan, you'll be part of a ground-breaking team on our client's product portfolio. It's up to us to educate customers on the value of machine identity management and what it can do for them. We are the experts: we dive in deep to understand what it takes to achieve the business outcomes for the customer. We work to ensure that...
-
Technical Support Specialist
hace 5 meses
Merida, México Boldr A tiempo completo**A LITTLE BIT ABOUT Boldr** - Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world. - We are a global team, united by our desire to connect diverse people with common values for boldr impact. - We employ just over a thousand team members...
-
Customer Service Representative
hace 3 meses
Merida, México WorldStrides A tiempo completoJob Description Job Summary: The Customer Service Representative (CSR) will be responsible for providing excellent customer service and support to customers through various channels such as phone, email, and chat. You will be the primary point of contact for customers and will be responsible for resolving their queries, concerns, and issues in a...
-
Ecommerce Customer Service IT Mérida Bilingüe
hace 5 meses
Merida, México Training Talent A tiempo completo**Vacante para la empresa Training Talent en Mérida, Yucatán**: Somos una empresa con más de 100 años en el mercado colaboramos con grandes ligas como NBA; NFL; MLS entre otras, nos distingue la calidad en el servicio, uso innovador de tecnología y un excelente ambiente de trabajo, buscamos en Merida Service Desk para soporte de 1er nível a usuarios...
-
Ecommerce Customer Service IT Mérida Bilingüe
hace 5 meses
Merida, México Training Talent A tiempo completo**Vacante para la empresa Training Talent en Mérida, Yucatán**: Somos una empresa con más de 100 años en el mercado colaboramos con grandes ligas como NBA; NFL; MLS entre otras, nos distingue la calidad en el servicio, uso innovador de tecnología y un excelente ambiente de trabajo, buscamos en Merida Service Desk para soporte de 1er nível a usuarios...
-
Ecommerce Customer Service IT Mérida Bilingüe
hace 5 meses
Merida, México Training Talent A tiempo completo**Vacante para la empresa Training Talent en Mérida, Yucatán**: Somos una empresa con más de 100 años en el mercado colaboramos con grandes ligas como NBA; NFL; MLS entre otras, nos distingue la calidad en el servicio, uso innovador de tecnología y un excelente ambiente de trabajo, buscamos en Merida Service Desk para soporte de 1er nível a usuarios...
