We are excited to announce an opportunity for highly motivated and experienced Technical/Business Support Specialists to join our dynamic team. The ideal candidate will have good business acumen with basic or advanced knowledge of sales processes (quote to fulfill) and systems (CRM). He/she has strong communication and interpersonal skills, as well as a good understanding to translate business requirements into technical instructions.
Qualifications:Bachelor's degree or related experience in any related fields (sales, support, business management)At least 3+ years of experience in technical, business, or other types of support desk or sales operations rolesSaaS/Cloud experience is a benefitFluent in spoken and written English – Experience in working with different cultures from across the worldHigh customer/user empathyAbility to work independently and as part of a teamStrong problem-solving and analytical skillsAbility to work in a high-pressure environment and manage multiple tasks/support channels and prioritiesFlexible and adaptable to changing work schedules and requirementsKnows how to find the balance between quality and speed, standard procedures and interpretation towards a solutionResponsibilities:Provide technical and business support for sales and customer-facing roles along core systems (CRM) and processes (quote to fulfill).You will execute so-called "Technical checks" required to execute a sales deal.Handle and resolve end-user business inquiries by detecting the issue through relevant questions, guiding the user through troubleshooting steps, and identifying and handing over complex scenarios or escalations through the right channels.Execute across multiple support channels: knowledge bases, chatbots, tickets, system workflows, Zoom/call-out, MS Teams collaboration.Navigate varying rules and exceptions, handle exceptions and escalations.Translate business requirements into technical direction, building relevant understanding and communication skills for each audience.Multiply your support expertise and know-how by sharing observations, learning, and recommendations with peers.Be an advocate of our systems, processes, data, confidentiality, and compliance.Collaborate with other support teams and multiple Cloud LoBs harmoniously.Step up during critical QEC times (e.g., working weekends or OT shifts).Deal with pressure and escalations through empathy.Work within this 24hr service with planned schedules (9hrs incl. 1hr break and required handover times) as follows:Americas time zone (6 positions) – 10:00 pm – 7:00 am.Deliver work mostly virtually but with a potential change to in-office either 2/5 days or 1/5 days for team members with lengthy travel times as agreed with the team lead.Join us now!
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