Responsibilities

Come, join our team as we drive a differentiated customer experience by making our channels & service experience systems more intelligent, cost-efficient, and self-sufficient to address the varying needs

of our personas. Partner with our technology and regional leaders, build user-friendly options for customers.

Continuously learn the needs of our key personas, existing products, and services in Customer Service Operations

Work with customers to understand their needs and requirements for Systrack tool implementation.

Develop and present a roadmap for Systrack tool implementation that meets the customer’s needs and requirements.

Work with the technology team to develop and implement the roadmap.

Provide support to customers during and after implementation.

Stay up to date on the latest Systrack tool features and capabilities.

Share knowledge with other team members.

Working with service desk teams to understand their current technology infrastructure offered to customers.

Core Skills

Processes of Service Desk – Incident Management and other ITIL processes would be preferred.

Strong understanding of Systrack tool.

Experience in working with customers to define and implement roadmaps.

Experience in working with technology teams to implement solutions.

Excellent communication and interpersonal skills.

Ability to work independently and as part of a team.

Strong analytical and problem-solving skills.

Ability to work under pressure and meet deadlines.

Desirable Skills

Experience in the IT industry.

Experience in working with IT infrastructure-based solutions.

Experience in working with DevOps methodologies.

Experience in working with Agile methodologies.

Experience in working with a variety of technologies.

Experience in presenting to customers.

Soft Skills

Pleasant personality

Driven and Customer focused

Ability to work well under pressure

Proactive Attitude

Problem Solving

Excellent Communication – Verbal & Written

Independent and resourceful with minimal supervision

Team player

Take initiative