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Support Analyst

4 semanas atrás

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CHEP helps move more goods to more people, in more places than any other organization on earth via our 300 million pallets, crates and containers. We employ 11,000 people and operate in more than 55 countries. Through our pioneering and sustainable share-and-reuse business model, the world's biggest brands trust us to help them transport their goods more efficiently, safely and with less environmental impact.
What does that mean for you? You'll join an international organization big enough to take you anywhere, and small enough to get you there sooner. You'll help change how goods get to market and contribute to global sustainability. You'll be empowered to bring your authentic self to work and be surrounded by diverse and driven professionals. And you can maximize your work-life balance and flexibility through our
Hybrid Work Model

**Job Description**:
Position Purpose
To provide immediate global support during the roll out & running of the CMA project and to assist service centres, carriers & other COLT users with any problems related to the project; to filter support requests and direct them to the appropriate systems or people as well as providing immediate first level support and training to resolve usage difficulties; to develop and create training materials to ensure a smooth transition to SAP Fiori and the COLT systems.
Major Accountabilities- To be an integral part of the support team that provides 24hr global support for CMA Suite of Applications- Deal with all support requests that are raised by Carriers, Service Centre Staff and Other Teams related to CMA- Evaluate support requests and direct to the appropriate system or person for resolution- To manage the multi-channel systems for carriers, service centres and other teams to raise problems: Teams, eMail, Phone, ServiceNow- Develop, create and deploy training materials to support the smooth adoption of CMA into the service centres, carriers and drivers- Obtain and provide data and insights to the implementation teams in support of the COLT programme- Monitor systems usage for fluctuations and provide useful insights to help resolve issues- Proactive communications to carriers or service centres when usage appears to be a problem- Proactive communications to CMA users when there are updates or changes to the systems- Assist in developing, creating and deploying Standard Operating Procedures for the service centres related to the CMA systems- To provide immediate, live, first level training or support for minor problem resolutions- To track the issues raised and escalate when problems linger- Communicate back to the person that raised the ticket about problem resolution- To communicate with the IT team and facilitate the resolution of issues- To create, maintain and update FAQs- To develop standard processes for problem resolutions and standard trouble shooting guides- Stake holder, CTQ collation to ensure customer satisfaction- To support in systems testing when there are bug fixes or new functionality releases- To support in providing 24hr global support when required
Skills, Knowledge & Experience- Bachelor degree- IT qualification- Customer Service- Able to create multi modal training materials- Able to manage and maintain documentation to ensure global consistency- Strong interpersonal, presentational and networking skills- Strong customer service skills- Team player but able to work autonomously- Experience with logistics and supply chain industries- Experience with working on multi stakeholder projects- Experience with working closely with IT teams
Languages
English
Spanish or others desired
Preferred Education
Diploma - Information Technology
Preferred Level of Work Experience
1 - 3 years
We are an Equal Opportunity Employer and we are committed to developing a diverse workforce in which everyone is treated fairly, with respect, and has the opportunity to contribute to business success while realizing his or her potential. This means harnessing the unique skills and experience that each individual brings and we do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.