Zoho CRM Service Desk

3 weeks ago

Delhi, India Behind-U Education Full time
Job DescriptionThis 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 ITSMExperiencia 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.RequirementsBuscamos 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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