Job Description This role will provide technical customer service support to business units and digital channel products customers.
Work with internal and external developers and vendors to implement and maintain all digital service applications. Also work with developers and vendors to modify internal digital service applications to comply with established policies, procedures, regulations, and laws.
Track user feedback for identifying issues and opportunities for experience improvement and enhancements. Assist in the development and maintenance of digital service application training and user education-related materials.
Answering technical support and customer service questions via email and chats filed through ITSM ticketing tool Identifying recurring customer issues, helping to solve them, and escalating them to others for review Monitor Critical Incident and Service Request related to digital products and solutions and bring issues to management attention.
Produce and analyze relevant productivity reports. Design, build and produce relevant reports based on agreed metrics which will be used in decision making and prioritizing improvement actions Provide analytics based on facts gathered from the data source Analyze data, statistics, and trends, and investigate service performance of IT services to gain insights into potential process issues / improvement Monitor and measure end-to-end delivery of digital products and solutions services against performance targets Communication with customers as required : keeping them informed of incident progress, notifying them of impending changes or agreed outages Remain well versed in RIT policies, procedures, standards, and documentation.
Create procedural documentation of work instructions for new processes and edit existing documentation when changes are made to the environment Contribute to process improvements and adherence Available to respond after-hours support calls in accordance with the ZP on-call rotation Other ad-hoc work assigned QUALIFICATIONS Work Experience Minimum 2 years of relevant, hands-on, professional, or internship experience in service and support functions of a Digital Products and Solution environment through managed service.
Technical Competencies Proficiency in SAP Cloud Platform (SCP) Proficiency in Web? and Mobile Development and Support (Java, SQL, mobile development for iOS and Android) Proficiency in Microsoft Office 365 Tools (Outlook, Word, Excel, and PowerPoint) Proficiency in IT Service Management Tools like SAP SOLMAN and HP ALM.
Knowledge of software development / support methodologies ITIL certification is a plus Education Level Bachelor?s Degree in Information Technology, Information Systems or Computer Science or any 4-year IT related course Knowledge, Skills and Abilities Excellent customer service experience, passion for helping others Excellent business verbal and written communication skills Strong organizational, time management, and prioritization skills Open, visible, and approachable with persuasive communication skills, both verbally and in print Effectively communicate highly technical and constantly changing technology in nontechnical business terminology Strong analytical, organizational, and problem-solving skills Customer / Client focus, with the ability to provide a superior customer / client experience and build long-term relationships.