GSB Solutions | Employee Central Success Factors Consultant

hace 3 días


distrito federal, México GSB Solutions A tiempo completo

Employee Central Success Factors Consultant - Time OFF

Job description:

  • Provide second-level support to end users and level 1 support team for ECTO and SFTT Solution.
  • Collaborate with level 1 team in resolving support tickets, emails, and phone calls in a timely and professional manner.
  • Perform configurations that result from Incidents, Change Requests, RITM, and SCTasks.
  • Troubleshoot and resolve user issues related to time off requests, time tracking, and other functionalities within the applications.
  • Collaborate with level 1 technical support team to escalate and resolve complex customer issues.
  • Conduct remote troubleshooting sessions with end users to diagnose and resolve technical problems.
  • Document and track issues, resolutions, identify patterns, and suggest improvements to application interactions in SNOW.
  • Collaborate with Nestle Time Management Architects team to identify and report software bugs and suggest improvements.
  • Provide training and guidance to level 1 technical support team members to enhance their knowledge and skills.
  • Stay updated with the latest features and updates of the ECTO and SFTT to collaborate with Nestle Architects and Product Manager for additions to the roadmap.
  • Assist in testing new system releases, patches, and updates to ensure they are functioning correctly and without any adverse impact on user experience.
  • Collaborate with cross-functional teams, such as HR Core, BSI, Payroll, etc., to provide support on product enhancements and rollouts.
  • Participate in regular team meetings and training sessions to enhance technical knowledge and share best practices.
  • Adhere to established service level agreements (SLAs) and prioritize support tickets based on urgency and impact on business operations.
  • Maintain a high level of customer satisfaction by ensuring timely and effective resolution of customer issues.
  • Continuously improve technical support processes and procedures to enhance efficiency and customer experience.
  • Stay updated with industry trends and technologies related to ECTO and SFTT to provide proactive support and guidance to customers.
  • Maintain a high level of professionalism, confidentiality, and customer service orientation while interacting with end-users.

Minimum Requirements:

ADVANCED CONVERSATIONAL ENGLISH ESSENTIAL (Will be evaluated).

Job type: Remote.

Salary: $73,000 gross.

Benefits: Excellent superior benefits.

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