Zoho CRM Service Desk

1 week ago


Delhi, Delhi, India Behind-U Education Full time
Job Description
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.
Requirements

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
. Conocimiento de JavaScript.
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.
Requirements
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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