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 roles
Saas/Cloud experiences are a benefit
Fluent in spoken and written English Experience in working with different cultures from across the world
High customer/user empathy
Ability to work independently and as part of a team
Strong problem-solving and analytical skills
Ability to work in a high-pressure environment and manage multiple tasks/support channels and priorities
Flexible and adaptable to changing work schedules and requirements
Knows how to find the balance between quality and speed, standard procedures and interpretation towards a solution
Responsibilities
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, guide the user through troubleshooting steps, identify and hand-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 knowhow by sharing observations, learning, 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 weekend 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
