![Behind-U Education](https://media.trabajo.org/img/noimg.jpg)
Zoho CRM Service Desk
1 week ago
This is a remote position.
Tivenos Group es una empresa comprometida con la construcción de un futuro sólido y próspero a través del fortalecimiento, ayuda y organización de grandes instituciones educativas.
Conformada por tres marcas distintivas, Tivenos, Behind-U y Sibila.Nos encontramos en la búsqueda de analistas de Soporte de CRM para mesa de ayuda en SUITE ZOHO, para brindar solución a diferentes instituciones educativas que actualmente cuentan con aplicaciones en entorno ZOHO.
Nos orientamos a perfiles, con más de 1 año de experiencia en trabajos de mesa de ayuda para la gestión de Tickets, con formación académica vinculada a la informática.
Responsabilidades:
- Gestionar de punta a punta los requerimientos, solicitudes, incidentes, problemas, etc. de los clientes, mediante tickets.
- Investigar, diagnosticar, solucionar problemas e identificar soluciones para resolver problemas informados por los clientes.
- Informar al equipo de management cualquier limitación o asunto que requiera ser escalado para su óptima atención.
- Brindar soluciones oportunas y precisas ante los reportes técnicos recibidos.
- Seguimiento a las solicitudes hasta su resolución, dentro de los límites de tiempo acordados.
- Mantener informados a los clientes a través de correos electrónicos o cualquier otro medio aceptado por la organización
- Escalar oportuna y adecuadamente los problemas no resueltos.
- Proporcionar comentarios rápidos y precisos a los clientes de la organización.
- Asegurar el correcto registro de solicitudes, requerimientos e incidentes de clientes.
- Priorizar y gestionar las solicitudes, requerimientos e incidentes de clientes.
- Documentar el conocimiento técnico en forma de notas dentro de la plataforma de tickets.
- Mantener buena relación y buen trato con los clientes.
Conocimiento de ITIL o alguna metodología de ITSM
Experiencia en manejo de ZOHO CRM:
- A nivel implementación idealmente y soporte.
- Familiaridad con las aplicaciones de la suite de ZOHO y ZOHO DESK.
- Experiencia deseable en demás soluciones relacionadas con ZOHO CRM.
- Capacidad para proporcionar ayuda técnica paso a paso, tanto escrita como verbal.
- Capacidad de análisis
- Actitud de servicio
- Trato amable y cortés
- Excelentes habilidades de comunicación y resolución de problemas
- Gestión de solicitudes y requerimientos de clientes.
- Idioma: Habla hispana, ideal conocimiento italiano
No Excluyente
. Conocimiento
de Zoho
. Conocimiento en PHP.
. Conocimiento en Python.
. Conocimiento en MySQL.
. Conocimiento en Linux
*Capacidad para trabajar de manera REMOTA para soporte a clientes.
*Deseable experiencia de haber laborado en instituciones educativas.
Benefits
- Trabajo 100% remoto con equipo de colaboradores distribuidos en LATAM.
- Compensación salarial en dólares.
- Becas de estudio y posibilidades de crecimiento laboral.
- Contratación a largo término.
Buscamos a una persona apasionada por la tecnología que cumpla con los siguientes requisitos: · Escucha activa · Buena comunicación · Resolución de problemas · Compromiso · Agilidad en el servicio humanizado · Constante actualización del conocimiento- Experiencia demostrable en: JavaScript CSS y HTML, REST APIs, POSTMAN, Visual Studio Code Scripting básico Conocimiento de CRM, Zoho (Deseable) conocimientos básicos de aplicaciones web y servicios REST Experiencia en Soporte Tecnico
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