Regional End User Services Professional

2 semanas atrás

Barueri, São Paulo, Brasil beBeeCustomer Tempo inteiro R$30.000 - R$50.000

We are seeking a talented professional to provide exceptional IT multi-channel support experience in LATAM. This includes managing and supporting the implementation and user adoption of online support, chat bots, walk-up service kiosks, and service desk capabilities.

Key Responsibilities:
  • Drive the adoption of a multi-channel experience including tools and capabilities around the Service Desk, inclusive of chat, text, video, and self-help automation
  • Manage day-to-day relationships with regional IT teams in the region to ensure service delivery meets or exceeds client expectations
  • Act as escalation point in the region and drive issue resolution by managing interactions across all IT teams
  • Monitor key performance indicators (KPIs) and customer satisfaction, developing action plans to address areas needing improvements
  • Manage delivery of regional end-user services projects so they are on time, high quality, and meet business objectives
  • Represent Service Desk in projects impacting Service Desk service levels
  • Manage intake and demand for ServiceNow enhancements regarding the end-user portal and other channels managed by EUS
Required Skills and Qualifications:
  • Foster customer satisfaction and deliver high-quality service, leveraging strong interpersonal skills and responsiveness
  • Act as customer advocate, driven to solve issues quickly with a demonstrated service mindset
  • Demonstrate strong written and verbal communication skills
  • Build and maintain relationships with business clients and service/support teams
  • Exhibit strong organizational skills and ability to prioritize competing demands

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