Analista de Suporte Sistemas (English and ORACLE 12 or SAP ECC)

4 de fevereiro de 2020

Role PurposeThis role has great influence on customer satisfaction.Handles customer inquiries via phone, email or chat regarding technical issues with software, hardware, online or electronic products.This includes keeping a clear and active focus on inquiry resolution and ensuring that all the necessary action is taken to resolve a customer’s inquiry.Provide service in a professional and courteous manner.May respond to inquiries regarding a specific or more complex product (e.g. number of products, complex technologies) or a specific customer (based on customer size or revenue tied to customer, etc.)

ResponsibilitiesExecute troubleshoot investigating and identifying user operational mistakes, wrong data or technical issuesLog and classify all calls and requests for assistance in the call tracking database.Respond to customers’ inquiries relating to technical issues with software, online or electronic products May respond to inquiries regarding a specific or more complex product (based on complex technologies or multiple products) or customer (based on customer size or revenue tied to customer).Filter and escalate inquiries as appropriate.Manage the resolution process for customers relating to data and applications.Track inquiry resolution progress and where appropriate proactively call customers with a status update or resolution.Follow the appropriate company policies and procedures to respond to routine customer issues, resolving as many queries as possible on the first call.

Scope & ImpactWorks on problems moderate in scope based on the needs to a specific customer or a more complex set of products.Has daily interaction with customers and play s a pivotal role in maintaining a positive customer experience. This is critical to ensure no negative customer experience occurs, which may have a potential negative impact on revenue, customer satisfaction and retention.

Knowledge & SkillERP knowledge in special Purchase, Sales, General Ledger modulesExperience on customer support or IT department preferedMust have the technical aptitude to learn, apply and solve technological solutions and/or challenges.Ability to communicate effectively both verbally and in writing with customers and colleagues with all levels of technical and non-technical skill sets.Active listening skills to be used to diffuse a potentially tense customer situation.

Relationships: Internal / External

External: Maintain positive customer relationships as the front-line contact with customers. Ensure the company is represented in a manner consistent with the Thomson Reuters brand.Internal: works cross-departmentally as necessary.

1 opportunity necessary:

Mandatory skill:

ABAP Knowledge or ORACLE 12 or above.

Desirable Skills:

Computer science, Information Systems, Computer engineer or similar;

English (Fluent/Advanced);

Mastersaf DW, GF or SMART;

SAP ECC 6 or above.

3 opportunities necessary:

Mandatory skills:

English (Fluent/Advanced);

ABAP Knowledge;