Customer Service Analyst

4 semanas atrás

São Paulo, Brasil Netvagas Tempo inteiro

A FindMe está revolucionando o mercado de segurança e facilities da América Latina, através da transformação digital de suas operações.

Nessa revolução, acreditamos que o sucesso dos clientes com a nossa plataforma e serviços é fundamental. Dessa forma, temos nos dedicado fortemente no acompanhamento e intervenção em toda a jornada do cliente com a FindMe.

Como pilar do Sucesso do Cliente, temos o Serviço ao Cliente para atender todas as dúvidas e apoiá-lo para alcançar o sucesso em cada ponto de contato conosco em sua jornada de transformação. Dessa forma, estamos buscando um(a) Customer Service Analyst.

O Customer Service Analyst é uma peça fundamental para a entrega de nossa solução e a experiência no atendimento aos nossos clientes com a FindMe. Ele(a) deve garantir o bom uso da ferramenta e os resultados operacionais de nossos clientes, em contato direto com a sua equipe operacional. Para isso, sua jornada de aprendizado será focada nas operações de nossos clientes, customer success, service e experience.

Responsabilidade e Atribuições:

  • Acompanhar os indicadores do setor e notificar as ações diretas com o cliente;
  • Atendimento ao Suporte Omnichannel;
  • Documentar os suportes recebidos, marcações de operações paradas e solicitação de apoio em suportes complexos;
  • Passagem dos tickets ao time de tecnologia e retorno de análise ou fechamento com o cliente;
  • Apoiar na ativação remota de operações básicas já definidas;
  • Cadastrar as operações básicas já definidas;
  • Documentar os pontos de contato de sua carteira e passagem das informações atendidas por outras carteiras.
  • Entender as necessidades técnicas do cliente para levá-las ao time e participar das decisões.
  • Identificar dificuldades e gargalos no atendimento e reporta ao CSM para que o CSM tome a decisão em conjunto.
  • Agir nos acompanhamentos periódicos definidos para finalizar projetos com os clientes e garantir a utilização operacional;
  • Participar de reuniões de resultados com os clientes da carteira e realizar os outputs operacionais de apoio;
  • Apoiar o cliente no entendimento das licenças contratadas;
  • Ter conhecimento dos planos de licenças e da Pulsus;
  • Apoiar na atualização do Support Review e participar para levar os principais pontos de contato obtidos;
  • Compartilhar a prioridade identificada em suportes de operações paradas e de apoio pelo time de tecnologia.

Requisitos e Qualificações:

  • Habilidades com comunicação oral e escrita;
  • Didática e capacidade investigativa;
  • Domínio de smartphone Android;
  • Domínio de computador Windows;
  • Habilidades com G-Suite;
  • Habilidades com atendimento, experiência e sucesso do cliente;
  • Facilidade com o manuseio de sistemas e tecnologias;
  • Experiência com atendimento ao cliente.

Desejável:

  • Habilidades com análise de dados;
  • Habilidades básicas em metodologias ágeis;
  • Experiência em empresas Saas;
  • Experiência na área de Customer Success ou Customer Experience;

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