Duration : 6 Months (Renewable)
Beneficial competencies & skills :
Customer-service attitude : polite, helpful, quality-oriented and inquisitive
Comfortable in working on repetitive (technical) tasks, with workflows or ticketing systems, adhering to SLAs
Analytical skills : asks the right questions to identify the best solution path
Fast learner : curious and dedicated
Multi-tasking / prioritization skills
Works well in virtual environments; knows how to build their network
Education & Job Experience :
Education : Bachelor’s degree or equivalent working experience
Career : 2+ year experience in support (technical / customer) roles can be of benefit
Experiences with CRM or other sales technology can be a benefit
Roles and Responsibilities :
The teams focus on delivering tactical execution services end-to-end. Delivery should occur in standard, scalable, and automated ways with the ambition to raise sales productivity.
The focus for this Specialist role relates directly to the mission of the Partner Technology & Services team (within the Business Unit), which develops and supports high quality systems and applications to manage the partner lifecycle to accelerate sales performance and increase transparency.
The support unit of this team is a critical factor of success towards greater productivity and future technology simplification.
Level 1 as core entry point for basic inquiries, trouble shooting and triage. And Level 2 for complex technical and business queries that require hands-on support or regional specifications.
As a Technology Support Specialist for Partner Business you execute transactional activities related to field inquiries around our internal partner management technology.
The end-users you support belong to our Global Partner Organization (GPO) and require reliable, qualitative, accurate, and professional help on both transactional and business-related questions.
You are a part of a team and expected to work efficiently within and across the organization this means collaborating with direct and extended peers, but also understanding the network to build relevant relationships and knowhow.
Furthermore, you will develop your process, technology and business knowledge not only resolve but also proactively position the topics you support.
As Technology Support Specialist, you work out of an automated ticketing system, in the future multi-channel support (i.
e. via chat will also become relevant).
As your experience and know-how evolves, there is a possibility to grow into a subject matter expert role for a specific audience, topic or sector.
Today’s subject matter expert roles perform as part of the overall team but zoom in on specific topics such as partner life-cycle, reporting, process exemptions or selected audiences with dedicated process steps.
Manage end-user inquiries via automated ticketing system
Coordinate multi-channel support
Stakeholder / End-user Communication
Supporting / adhoc tasks
Champion system use / automation
Ensure data stewardship
Be available for back-up & business support
Customer Success end-user satisfaction with resolution times and quality
Sales Productivity growing efficiency and capacity to manage greater volumes of inquiries within defined SLAs
Team Engagement team spirit and joint success, a one-team mentality
Simplification sharing ideas and / or contributing to projects