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Customer Care Analyst I
Emerson
Publicado hace 7 días
Trabajo visto
Descripción Del Trabajo
The objective of the Customer Care Analyst is to help optimize our order to cash service levels by primarily performing data entry, processing of orders including technical review, and related activities and requests. The Customer Care Analyst will be working with multiple systems that need to be updated timely and accurately. This role requires an interest in the mix of technical review, order entry and customer service activities.
**In This Role, Your Responsibilities Will Be:**
+ Receive, review and process customer purchase orders and accurately upload, enter, and book the related order in business systems
+ Perform technical review of orders to ensure the processing of correct product(s) and the availability of all the technical requirements and documentation needed by the factory and or customer
+ Using the established standards, check that all information supplied by the customer is correct and complete to ensure the customer receives the product they need and at the time they need it
+ Collect and save needed information and documentation to ensure compliance with record retention and documentation procedures
+ Understand and consistently apply commercial policies and business practices related to quote and order entry process
+ Complete all certifications and trainings required for the successful performance of this role, fulfill quality requirements (audit, certifications, etc.)
+ Attend to some of the customer inquiries through different communications channels, working closely with the order management specialist, inside sales, sales force, factories, and other quote to cash teams
+ Ensure compliance with import/export, contract, and government requirements. Screen orders for compliance with the business unit Terms and Conditions, agreements and standards
+ Provide consulting support to Order Management when processing an order
+ Achieve targets on productivity, service levels, and quality
+ Perform other duties as required
**Who You Are:**
You focus on creating an effective collaborative style. You stay aligned with your goals and stay productive. You build the customer relationships.
**For This Role, You Will Need:**
+ Education: Currently studying an engineering career, preferred
+ At least 1-2 years of sales related customer service experience is preferred
+ Solid prioritizing and organizational skills along with being a self-starter
+ Solid keyboard skills and a strong proficiency for using Windows & MS Office applications is a must
+ Has an interest in the mix of technical, customer service, and sales
+ Willing to work on flexible shift schedule based on business needs
+ The initial requirement is to Work in a Schedule to Support Latin America entities limited to that, so this could represent a work schedule from 6am to 3pm, or 7am to 4pm or 8am to 5pm.
**Preferred Qualifications That Set You Apart:**
+ Intermediate-Advanced Portuguese is preferred
**Our Culture & Commitment to You:**
At Emerson, we prioritize a workplace where every employee is valued, respected, and empowered to grow. We foster an environment that encourages innovation, collaboration, and diverse perspectives-because we know that great ideas come from great teams. Our commitment to ongoing career development and growing an inclusive culture ensures you have the support to thrive. Whether through mentorship, training, or leadership opportunities, we invest in your success so you can make a lasting impact. We believe diverse teams, working together are key to driving growth and delivering business results.
We recognize the importance of employee wellbeing. We prioritize providing competitive benefits plans, a variety of medical insurance plans, Employee Assistance Program, employee resource groups, recognition, and much more. Our culture offers flexible time off plans, vacation and holiday leave.
**WHY EMERSON**
**Our Commitment to Our People**
At Emerson, we are motivated by a spirit of collaboration that helps our diverse, multicultural teams across the world drive innovation that makes the world healthier, safer, smarter, and more sustainable. And we want you to join us in our bold aspiration.
We have built an engaged community of inquisitive, dedicated people who thrive knowing they are welcomed, trusted, celebrated, and empowered to solve the world's most complex problems - for our customers, our communities, and the planet. You'll contribute to this vital work while further developing your skills through our award-winning employee development programs. We are a proud corporate citizen in every city where we operate and are committed to our people, our communities, and the world at large. We take this responsibility seriously and strive to make a positive impact through every endeavor.
At Emerson, you'll see firsthand that our people are at the center of everything we do. So, let's go. Let's think differently. Learn, collaborate, and grow. Seek opportunity. Push boundaries. Be empowered to make things better. Speed up to break through. Let's go, together.
**Accessibility Assistance or Accommodation**
If you have a disability and are having difficulty accessing or using this website to apply for a position, please contact: .
**ABOUT EMERSON**
Emerson is a global leader in automation technology and software. Through our deep domain expertise and legacy of flawless execution, Emerson helps customers in critical industries like life sciences, energy, power and renewables, chemical and advanced factory automation operate more sustainably while improving productivity, energy security and reliability.
With global operations and a comprehensive portfolio of software and technology, we are helping companies implement digital transformation to measurably improve their operations, conserve valuable resources and enhance their safety.
We offer equitable opportunities, celebrate diversity, and embrace challenges with confidence that, together, we can make an impact across a broad spectrum of countries and industries. Whether you're an established professional looking for a career change, an undergraduate student exploring possibilities, or a recent graduate with an advanced degree, you'll find your chance to make a difference with Emerson. Join our team - let's go!
**No calls or agencies please.**
**Requisition ID** : 25024583
Emerson is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment.
**In This Role, Your Responsibilities Will Be:**
+ Receive, review and process customer purchase orders and accurately upload, enter, and book the related order in business systems
+ Perform technical review of orders to ensure the processing of correct product(s) and the availability of all the technical requirements and documentation needed by the factory and or customer
+ Using the established standards, check that all information supplied by the customer is correct and complete to ensure the customer receives the product they need and at the time they need it
+ Collect and save needed information and documentation to ensure compliance with record retention and documentation procedures
+ Understand and consistently apply commercial policies and business practices related to quote and order entry process
+ Complete all certifications and trainings required for the successful performance of this role, fulfill quality requirements (audit, certifications, etc.)
+ Attend to some of the customer inquiries through different communications channels, working closely with the order management specialist, inside sales, sales force, factories, and other quote to cash teams
+ Ensure compliance with import/export, contract, and government requirements. Screen orders for compliance with the business unit Terms and Conditions, agreements and standards
+ Provide consulting support to Order Management when processing an order
+ Achieve targets on productivity, service levels, and quality
+ Perform other duties as required
**Who You Are:**
You focus on creating an effective collaborative style. You stay aligned with your goals and stay productive. You build the customer relationships.
**For This Role, You Will Need:**
+ Education: Currently studying an engineering career, preferred
+ At least 1-2 years of sales related customer service experience is preferred
+ Solid prioritizing and organizational skills along with being a self-starter
+ Solid keyboard skills and a strong proficiency for using Windows & MS Office applications is a must
+ Has an interest in the mix of technical, customer service, and sales
+ Willing to work on flexible shift schedule based on business needs
+ The initial requirement is to Work in a Schedule to Support Latin America entities limited to that, so this could represent a work schedule from 6am to 3pm, or 7am to 4pm or 8am to 5pm.
**Preferred Qualifications That Set You Apart:**
+ Intermediate-Advanced Portuguese is preferred
**Our Culture & Commitment to You:**
At Emerson, we prioritize a workplace where every employee is valued, respected, and empowered to grow. We foster an environment that encourages innovation, collaboration, and diverse perspectives-because we know that great ideas come from great teams. Our commitment to ongoing career development and growing an inclusive culture ensures you have the support to thrive. Whether through mentorship, training, or leadership opportunities, we invest in your success so you can make a lasting impact. We believe diverse teams, working together are key to driving growth and delivering business results.
We recognize the importance of employee wellbeing. We prioritize providing competitive benefits plans, a variety of medical insurance plans, Employee Assistance Program, employee resource groups, recognition, and much more. Our culture offers flexible time off plans, vacation and holiday leave.
**WHY EMERSON**
**Our Commitment to Our People**
At Emerson, we are motivated by a spirit of collaboration that helps our diverse, multicultural teams across the world drive innovation that makes the world healthier, safer, smarter, and more sustainable. And we want you to join us in our bold aspiration.
We have built an engaged community of inquisitive, dedicated people who thrive knowing they are welcomed, trusted, celebrated, and empowered to solve the world's most complex problems - for our customers, our communities, and the planet. You'll contribute to this vital work while further developing your skills through our award-winning employee development programs. We are a proud corporate citizen in every city where we operate and are committed to our people, our communities, and the world at large. We take this responsibility seriously and strive to make a positive impact through every endeavor.
At Emerson, you'll see firsthand that our people are at the center of everything we do. So, let's go. Let's think differently. Learn, collaborate, and grow. Seek opportunity. Push boundaries. Be empowered to make things better. Speed up to break through. Let's go, together.
**Accessibility Assistance or Accommodation**
If you have a disability and are having difficulty accessing or using this website to apply for a position, please contact: .
**ABOUT EMERSON**
Emerson is a global leader in automation technology and software. Through our deep domain expertise and legacy of flawless execution, Emerson helps customers in critical industries like life sciences, energy, power and renewables, chemical and advanced factory automation operate more sustainably while improving productivity, energy security and reliability.
With global operations and a comprehensive portfolio of software and technology, we are helping companies implement digital transformation to measurably improve their operations, conserve valuable resources and enhance their safety.
We offer equitable opportunities, celebrate diversity, and embrace challenges with confidence that, together, we can make an impact across a broad spectrum of countries and industries. Whether you're an established professional looking for a career change, an undergraduate student exploring possibilities, or a recent graduate with an advanced degree, you'll find your chance to make a difference with Emerson. Join our team - let's go!
**No calls or agencies please.**
**Requisition ID** : 25024583
Emerson is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment.
Lo sentimos, este trabajo no está disponible en su región
0
Sea Logistics Customer Care Specialist
San Jose, Heredia
Kuehne+Nagel
Hoy
Trabajo visto
Descripción Del Trabajo
You build and promote great relationships with colleagues, design customer experiences that inspire loyalty. You are the most important pillar of our success. You make the difference.
- ** Your Role **:Sea Logistics Customer Care Specialist supports customers by providing helpful information, answering questions, and responding to complaints. To provide front line support for clients and customers and to ensure that customers are satisfied with products, services, and features. To be accountable for maintaining excellent service for our internal and external customers. They are account owner of house accounts (personally own an account portfolio).
- ** Your Responsibilities**:
- Customer Care and Satisfaction: to proactively advise and consult to ensure customer satisfaction.
- Shipment Management: Qualification and entry of customer orders into the operational execution process.
- Complaint Management.
- Quotation Management: Qualification of customer inquiries, provide KN quotations and updates, set final selling price with individual adjustments within the given price band and in line with the national leeway in decision-making (front-line empowerment).
- Customer Onboarding: Inclusion and transfer of customer requirements into the KN systems; Accompanying (initial) customer order.
- Customer Data Management: Maintenance and integration of customer data in the KN systems.
- Operational Customer Relationship Management: knowledge exchange with the sale; Establishment of an operative customer relationship (sales support).
- Reporting (creating, refining and reviewing reports).
**Your Skills and Experiences**:
- University degree in ADM, COMEX, IR or alike.
- Sea Logistics experience.
- Intermediate English skills.
**Good Reasons to Join **:At Kuehne+Nagel, we are committed to matching that excitement with a company culture that puts people first. You can expect excellent training programs, a competitive compensation, tuition reimbursements, employee discounts, benefits package and more. We are one of the world's leading logistics companies with offices worldwide. With us, you not only land your next job, but an opportunity for a career. Join us now!**About Kuehne+Nagel***
With over employees at some 1,300 locations in over 100 countries, the Kuehne+Nagel Group is one of the world’s leading logistics companies.
CONTACT
Talent Sourcing Center
- Next steps to joining our teamStep 1
- Step 2
Speak with your Kuehne+Nagel recruiting specialist
Step 3
Meet our hiring team
Step 4
Decide if you will accept the offer
- ** Your Role **:Sea Logistics Customer Care Specialist supports customers by providing helpful information, answering questions, and responding to complaints. To provide front line support for clients and customers and to ensure that customers are satisfied with products, services, and features. To be accountable for maintaining excellent service for our internal and external customers. They are account owner of house accounts (personally own an account portfolio).
- ** Your Responsibilities**:
- Customer Care and Satisfaction: to proactively advise and consult to ensure customer satisfaction.
- Shipment Management: Qualification and entry of customer orders into the operational execution process.
- Complaint Management.
- Quotation Management: Qualification of customer inquiries, provide KN quotations and updates, set final selling price with individual adjustments within the given price band and in line with the national leeway in decision-making (front-line empowerment).
- Customer Onboarding: Inclusion and transfer of customer requirements into the KN systems; Accompanying (initial) customer order.
- Customer Data Management: Maintenance and integration of customer data in the KN systems.
- Operational Customer Relationship Management: knowledge exchange with the sale; Establishment of an operative customer relationship (sales support).
- Reporting (creating, refining and reviewing reports).
**Your Skills and Experiences**:
- University degree in ADM, COMEX, IR or alike.
- Sea Logistics experience.
- Intermediate English skills.
**Good Reasons to Join **:At Kuehne+Nagel, we are committed to matching that excitement with a company culture that puts people first. You can expect excellent training programs, a competitive compensation, tuition reimbursements, employee discounts, benefits package and more. We are one of the world's leading logistics companies with offices worldwide. With us, you not only land your next job, but an opportunity for a career. Join us now!**About Kuehne+Nagel***
With over employees at some 1,300 locations in over 100 countries, the Kuehne+Nagel Group is one of the world’s leading logistics companies.
CONTACT
Talent Sourcing Center
- Next steps to joining our teamStep 1
- Step 2
Speak with your Kuehne+Nagel recruiting specialist
Step 3
Meet our hiring team
Step 4
Decide if you will accept the offer
Lo sentimos, este trabajo no está disponible en su región
1
Coordinador (a) de Reservaciones (Customer Care)
Alajuela, Alajuela
Synergia Consulting
Hoy
Trabajo visto
Descripción Del Trabajo
Garantizar el cumplimiento y ejecución de los procesos internos del departamento, con el propósito de que el servicio y atención al cliente sean de calidad y excelencia.
- Liderar y supervisar al personal a cargo, brindando acompañamiento y soporte a las diferentes necesidades de cada uno, dando atención oportuna a sus consultas para asegurar un buen ambiente laboral en el departamento.
- Gestionar las labores y desempeño del personal cargo, velando porque todos estén debidamente capacitados en los diferentes procesos y sistemas del área.
- Garantizar un tiempo de respuesta adecuando a los clientes en los diferentes canales de comunicación de la empresa
- Llevar un reporte semanal de las reservas que ingresan por parte de los comisionistas, con el fin de identificar la fecha de apertura y cierre del contrato para el debido cálculo y pago de comisiones.
- Realizar mensualmente el reporte de No Show de brokers, con el fin de realizar el cálculo de comisiones que se deben girar.
- Presentar a Contabilidad el reporte con el cálculo de comisiones de los comisionistas y brokers con el propósito de programar y girar oportunamente el pago.
- Recibir, gestionar, atender y cerrar las quejas que ingresan a la empresa, con el fin de procurar la tranquilidad del cliente resolviendo oportunamente sus inconformidades.
- Garantizar que todos los claims y complains estén debidamente ingresados en sistema, asignados al responsable, y cerrados según corresponda.
- Brindar atención personalizada a clientes que presenten alguna disconformidad al momento de la reserva, con el fin de que la prestación del servicio no se vea afectada.
- Mantener comunicación constante con el Supervisor de Revenue con el fin de llevar un control de las sobre-ventas que se puedan presentar.
- Revisar y actualizar diariamente las reservas de la empresa, con el fin de mantener actualizada la disponibilidad de vehículos que se pueden liberar por las cancelaciones.
- Manejar comunicación fluida con los centros de atención al cliente de nuestras marcas extranjeras para apoyar la resolución de dudas, conflictos o solicitudes de nuestros clientes.
- Supervisar la tasa de conversión de ventas por ejecutivo, con el fin de llevar un control de desempeño y gestión comercial.
- Crear estrategias e implementar acciones que permitan hacer mejor uso de los recursos del departamento.
- Elaborar y presentar mensualmente los indicadores de gestión relacionados con su área con el fin de identificar oportunidades de mejora y crear planes de acción.
Tipo de puesto: Tiempo completo
Salario: ₡700 000,00 - ₡1 000 000,00 al mes
Pregunta(s) de postulación:
- Cuenta con licencia B1?
- Cuenta con experiência en empresas de rent a car, hotelería turismo o afines?
- Cuenta con experiência liderando departamentos y personal de servicio al cliente?
Experiência:
- Jefaturas de Reservaciones, Servicio al Cliente o afines: 4 años (Obligatorio)
Idioma:
- inglés en nível intermedio - avanzado? (Obligatorio)
- Liderar y supervisar al personal a cargo, brindando acompañamiento y soporte a las diferentes necesidades de cada uno, dando atención oportuna a sus consultas para asegurar un buen ambiente laboral en el departamento.
- Gestionar las labores y desempeño del personal cargo, velando porque todos estén debidamente capacitados en los diferentes procesos y sistemas del área.
- Garantizar un tiempo de respuesta adecuando a los clientes en los diferentes canales de comunicación de la empresa
- Llevar un reporte semanal de las reservas que ingresan por parte de los comisionistas, con el fin de identificar la fecha de apertura y cierre del contrato para el debido cálculo y pago de comisiones.
- Realizar mensualmente el reporte de No Show de brokers, con el fin de realizar el cálculo de comisiones que se deben girar.
- Presentar a Contabilidad el reporte con el cálculo de comisiones de los comisionistas y brokers con el propósito de programar y girar oportunamente el pago.
- Recibir, gestionar, atender y cerrar las quejas que ingresan a la empresa, con el fin de procurar la tranquilidad del cliente resolviendo oportunamente sus inconformidades.
- Garantizar que todos los claims y complains estén debidamente ingresados en sistema, asignados al responsable, y cerrados según corresponda.
- Brindar atención personalizada a clientes que presenten alguna disconformidad al momento de la reserva, con el fin de que la prestación del servicio no se vea afectada.
- Mantener comunicación constante con el Supervisor de Revenue con el fin de llevar un control de las sobre-ventas que se puedan presentar.
- Revisar y actualizar diariamente las reservas de la empresa, con el fin de mantener actualizada la disponibilidad de vehículos que se pueden liberar por las cancelaciones.
- Manejar comunicación fluida con los centros de atención al cliente de nuestras marcas extranjeras para apoyar la resolución de dudas, conflictos o solicitudes de nuestros clientes.
- Supervisar la tasa de conversión de ventas por ejecutivo, con el fin de llevar un control de desempeño y gestión comercial.
- Crear estrategias e implementar acciones que permitan hacer mejor uso de los recursos del departamento.
- Elaborar y presentar mensualmente los indicadores de gestión relacionados con su área con el fin de identificar oportunidades de mejora y crear planes de acción.
Tipo de puesto: Tiempo completo
Salario: ₡700 000,00 - ₡1 000 000,00 al mes
Pregunta(s) de postulación:
- Cuenta con licencia B1?
- Cuenta con experiência en empresas de rent a car, hotelería turismo o afines?
- Cuenta con experiência liderando departamentos y personal de servicio al cliente?
Experiência:
- Jefaturas de Reservaciones, Servicio al Cliente o afines: 4 años (Obligatorio)
Idioma:
- inglés en nível intermedio - avanzado? (Obligatorio)
Lo sentimos, este trabajo no está disponible en su región
2
Lead Advisor-GBS Global Process-Customer Care
ThermoFisher Scientific
Publicado hace 2 días
Trabajo visto
Descripción Del Trabajo
**Work Schedule**
Standard (Mon-Fri)
**Environmental Conditions**
Office
**Job Description**
Position Summary:
The Lead Advisor - GBS Global Process - Customer Care will play a key role, in contributing to the end-to-end optimal process design efforts across the Customer Care processes. The role holder will collaborate with various stakeholders to ensure effective and efficient process operations and identification and leverage of cross-process synergies. This role will help to fast track our journey with Generative Artificial Intelligence, turbo-charge our PPI activities and support our 'Invest and Shift' methodology during upcoming transitions. The Lead Advisor will contribute to the end-to-end designing of customer care processes in scope for GBS.
Responsibilities:
+ Act as a business analyst: Gather, review, analyze and present business data to support strategic decision-making.
+ Create and optimize process maps: Use tools such as Visio and Promapp to develop detailed process maps and identify areas for improvement.
+ Drive continuous improvement projects: Lead mid-scale projects aimed at improving business efficiency and effectiveness.
+ Lead the ideation and embedment of gene.ai use cases: Lead brainstorming sessions and oversee the practical application of gene.ai within the business.
+ Take part in the Digital Transformation of Customer Care processes with focus on already managed processes by GBS and on any potential future processes to be migrated over
Requirements:
+ Bachelor's degree in a relevant subject area, Master's degree is a plus: Strong expertise in business, economics, or a similar team.
+ 3-5 years of experience in a similar role: A solid level of industry and role-specific knowledge.
+ Proficiency in Visio and Promapp is an advantage: Ability to create detailed and optimized process maps using these tools.
+ Leadership and project management skills: Ability to coordinate teams and manage projects, initiatives effectively.
+ Excellent analytical, communication, and collaborator management skills: Ability to analyze complex data, communicate effectively with various collaborators, and ensure high levels of collaborator happiness
+ Has a commitment to continuous learning and continuous productivity improvements
+ Excellent attention to detail required
+ Self-directed, dynamic and customer-centric change-agent who thrives in a challenging and changing environment
+ Highly collaborative; aligns effectively with colleagues and business partners to deliver results
Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.
Standard (Mon-Fri)
**Environmental Conditions**
Office
**Job Description**
Position Summary:
The Lead Advisor - GBS Global Process - Customer Care will play a key role, in contributing to the end-to-end optimal process design efforts across the Customer Care processes. The role holder will collaborate with various stakeholders to ensure effective and efficient process operations and identification and leverage of cross-process synergies. This role will help to fast track our journey with Generative Artificial Intelligence, turbo-charge our PPI activities and support our 'Invest and Shift' methodology during upcoming transitions. The Lead Advisor will contribute to the end-to-end designing of customer care processes in scope for GBS.
Responsibilities:
+ Act as a business analyst: Gather, review, analyze and present business data to support strategic decision-making.
+ Create and optimize process maps: Use tools such as Visio and Promapp to develop detailed process maps and identify areas for improvement.
+ Drive continuous improvement projects: Lead mid-scale projects aimed at improving business efficiency and effectiveness.
+ Lead the ideation and embedment of gene.ai use cases: Lead brainstorming sessions and oversee the practical application of gene.ai within the business.
+ Take part in the Digital Transformation of Customer Care processes with focus on already managed processes by GBS and on any potential future processes to be migrated over
Requirements:
+ Bachelor's degree in a relevant subject area, Master's degree is a plus: Strong expertise in business, economics, or a similar team.
+ 3-5 years of experience in a similar role: A solid level of industry and role-specific knowledge.
+ Proficiency in Visio and Promapp is an advantage: Ability to create detailed and optimized process maps using these tools.
+ Leadership and project management skills: Ability to coordinate teams and manage projects, initiatives effectively.
+ Excellent analytical, communication, and collaborator management skills: Ability to analyze complex data, communicate effectively with various collaborators, and ensure high levels of collaborator happiness
+ Has a commitment to continuous learning and continuous productivity improvements
+ Excellent attention to detail required
+ Self-directed, dynamic and customer-centric change-agent who thrives in a challenging and changing environment
+ Highly collaborative; aligns effectively with colleagues and business partners to deliver results
Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.
Lo sentimos, este trabajo no está disponible en su región
3
Global Services Air Logistics Customer Care Manager
Heredia, Heredia
Kuehne+Nagel
Publicado hace 20 días
Trabajo visto
Descripción Del Trabajo
Elevate Your Career with Kuehne+Nagel! Join us as an Air Logistics Team Manager and lead a dynamic team to drive innovation and excellence in air logistics. Be part of a global leader and make a significant impact.
**Your Role**
In the fast-paced world of air logistics, the Air Logistics Customer Care Manager ensures customer satisfaction and operational efficiency. This role involves managing customer care teams, implementing regional strategies, and maintaining professional interactions with various countries. If you excel in process optimization and talent development, this is the perfect opportunity for you.
**Your Responsibilities**
+ Lead and direct the Customer Care Team.
+ Manage and optimize system utilization across all teams.
+ Ensure efficient onboarding of new tasks, minimizing resource requirements.
+ Oversee transformations to improve cost efficiency and reduce overcapacity.
+ Identify and propose new value-creation opportunities.
+ Implement the Customer Care strategy.
+ Align and communicate team responsibilities clearly.
+ Collaborate closely with regional and country management for optimal customer experience.
+ Manage information exchange between customers and teams.
+ Focus on continuous process improvement for productivity and quality.
+ Seamlessly integrate new processes as planned.
+ Ensure high customer satisfaction through quality service.
+ Leverage logistics knowledge for service excellence.
+ Cooperate with other teams to gain specialized knowledge and feedback.
+ Manage technical setups and team training needs.
+ Regularly interact with customers and report on performance and opportunities.
+ Develop team members and ensure succession plans for key positions.
+ The schedule we offer: Monday to Friday 7:45 a.m. to 4:45 p.m. 100% on-site
**Your Skills and Experiences**
+ University degree in International Trade or related fields.
+ Experience in freight forwarding or logistics.
+ Experience leading teams or managing personnel.
+ Lean Six Sigma Yellow/Green Belt Certification or similar.
+ Knowledge of KN processes, systems, operations, products, and services is a plus.
+ Project Management Experience (preferred).
+ Excellent stakeholder management skills.
+ Advanced Excel and English skills.
+ Customer service orientation.
+ Focus on performance, execution, improving efficiency and quality, optimization, and problem-solving.
**Good Reasons to Join**
At Kuehne + Nagel Global Services, you'll be part of a globally recognized leader, working in an environment that thrives on innovation and efficiency. This role offers the opportunity to collaborate with diverse teams, gaining exposure to international best practices while leveraging cutting-edge tools to optimize operations and communication. We foster a culture that values problem-solving, continuous improvement, and professional growth, providing structured development programs and clear paths for career advancement. Join us and be part of a dynamic, forward-thinking team that is shaping the future of global services.
Kuehne + Nagel is an equal employment/affirmative action employer. If you require an accommodation for any part of the online application process due to a disability, please contact the Employee Services HR Help Desk at 1- during the hours of 8:00am - 5:00pm EST; Monday through Friday or via e-mail at: with the nature of your request. We will answer your inquiry within 24 hours.
**Your Role**
In the fast-paced world of air logistics, the Air Logistics Customer Care Manager ensures customer satisfaction and operational efficiency. This role involves managing customer care teams, implementing regional strategies, and maintaining professional interactions with various countries. If you excel in process optimization and talent development, this is the perfect opportunity for you.
**Your Responsibilities**
+ Lead and direct the Customer Care Team.
+ Manage and optimize system utilization across all teams.
+ Ensure efficient onboarding of new tasks, minimizing resource requirements.
+ Oversee transformations to improve cost efficiency and reduce overcapacity.
+ Identify and propose new value-creation opportunities.
+ Implement the Customer Care strategy.
+ Align and communicate team responsibilities clearly.
+ Collaborate closely with regional and country management for optimal customer experience.
+ Manage information exchange between customers and teams.
+ Focus on continuous process improvement for productivity and quality.
+ Seamlessly integrate new processes as planned.
+ Ensure high customer satisfaction through quality service.
+ Leverage logistics knowledge for service excellence.
+ Cooperate with other teams to gain specialized knowledge and feedback.
+ Manage technical setups and team training needs.
+ Regularly interact with customers and report on performance and opportunities.
+ Develop team members and ensure succession plans for key positions.
+ The schedule we offer: Monday to Friday 7:45 a.m. to 4:45 p.m. 100% on-site
**Your Skills and Experiences**
+ University degree in International Trade or related fields.
+ Experience in freight forwarding or logistics.
+ Experience leading teams or managing personnel.
+ Lean Six Sigma Yellow/Green Belt Certification or similar.
+ Knowledge of KN processes, systems, operations, products, and services is a plus.
+ Project Management Experience (preferred).
+ Excellent stakeholder management skills.
+ Advanced Excel and English skills.
+ Customer service orientation.
+ Focus on performance, execution, improving efficiency and quality, optimization, and problem-solving.
**Good Reasons to Join**
At Kuehne + Nagel Global Services, you'll be part of a globally recognized leader, working in an environment that thrives on innovation and efficiency. This role offers the opportunity to collaborate with diverse teams, gaining exposure to international best practices while leveraging cutting-edge tools to optimize operations and communication. We foster a culture that values problem-solving, continuous improvement, and professional growth, providing structured development programs and clear paths for career advancement. Join us and be part of a dynamic, forward-thinking team that is shaping the future of global services.
Kuehne + Nagel is an equal employment/affirmative action employer. If you require an accommodation for any part of the online application process due to a disability, please contact the Employee Services HR Help Desk at 1- during the hours of 8:00am - 5:00pm EST; Monday through Friday or via e-mail at: with the nature of your request. We will answer your inquiry within 24 hours.
Lo sentimos, este trabajo no está disponible en su región
4
Technical Support Engineering
San Jose, Heredia
Microsoft Corporation
Publicado hace 4 días
Trabajo visto
Descripción Del Trabajo
With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers' expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft's portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.
Our team of Embedded Escalation Engineers (EEE) play a pivotal role in resolving the most critical and technically complex customer challenges. Using advanced diagnostic techniques-including trace and source code analysis, debugging tools, and reverse engineering-we drive resolution and deepen product understanding. EEEs foster strong collaboration across support and engineering teams, navigating high-impact scenarios with clarity and empathy to restore trust and deliver lasting solutions.
In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Senior Technical Support Engineer/EEE, you will own, troubleshoot and solve complex customer technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and deepen your technical proficiency. In this role, you will also drive support improvement programs to enable our Tier-1 support team to achieve more. This spans from identifying and following up on improvements within the Product, the Support Process as well as creating (low-code) tools for your team and your Tier-1 support teams. All of it while leveraging AI as your Copilot to achieve more.
Microsoft's mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
**Responsibilities**
**Response and Resolution:**
+ Acts as an advisor to the customer and handles complex, repeatable, or escalated cases that may become politically charged. Creates technical articles or knowledge base (e.g., edits or creates news/ knowledge-base articles) that is internal or customer facing for better customer understand. Provides best practices and education to ensure customer understands the problem in order to proactively resolve potential issues in the future.
+ Performs complex product troubleshooting and remediation when needed. Works alongside the development teams to drive incident resolution for configuration, code, or other service deficiencies impacting customers. Analyzes patterns of problems and identifies workflows to optimize support engineering delivery for a team or region level.
+ Reviews complex issues (e.g., multiple components of a product) and contacts customers to understand issue. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues.
+ Collaborates on cross-team and cross-product technical issues by working with resources from other groups including support engineering groups, product groups, services team, and account team as needed to resolve complex customer issues.
**Readiness:**
+ Implements end-to-end readiness programs (e.g., mentoring, leading triages, content creation, brown bag sessions, blogs, quality assurance checks, writes technical articles) and contributes to the content and readiness strategy. Mentors Technical Support Engineers or members from other teams outside of Customer Service and Support (CSS). develops expert level competence on support topics.
**Product/Process Improvement:**
+ Contributes to and/or develops automation techniques and diagnostic tools to improve cross-group effectiveness.
+ Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers. Provides feedback to the product group for product improvement. Leverages overall product knowledge to determine if and when features require enhancements.
+ Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions. Utilizes learnings from triage meetings to identify and communicate readiness needs to manager or readiness team.
+ Engages with engineering team to investigate product bugs, provides business impact, and collaborates with appropriate stakeholders and senior team members on fixes.
+ Translates feedback and creates processes and workflows for case resolution.
**Business Integration:**
+ Implements strategic business decisions with customers, partners, and teams to increase market share. Influences peers to implement strategy.
**Other:**
+ Embody our culture and values
**Qualifications**
**Required Qualifications:**
+ Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 3+ years of technical support, technical consulting experience, or information technology experience
+ OR 5+ years of technical support, technical consulting experience, or information technology experience.
+ English Language: fluent in reading, writing and speaking.
**Additional or Preferred Qualifications:**
+ Technical Support experience (in a Tier 2) including experience in a customer facing or customer technical support role
+ Demonstrable experience in analyzing and solving complex customer issues in a cloud-based environment. Topics like Network Trace, Fiddler, HTTP-Statuscodes, Request-/Response-Headers, JSON, Kusto sound familiar to you
+ Demonstrable experience with either SQL or KQL
+ Demonstrable experience in complex problem solving which involves coordination and communication between multiple stakeholders, including Tier 1-support, customer-facing delivery roles, Product Managers, Engineering
+ Knowledge of cost management and billing systems - Understanding of usage data, billing APIs, and reporting tools such as Power BI is beneficial
+ Experience in Power Platform, for example Power Automate Flows, Canvas Apps, Copilot Studio
+ Experience using Azure Low Code techniques, for example Logic Apps
+ 2+ years of Development experience in Engineering roles using C# and .NET on Microsoft Azure, including experience in a customer facing or customer technical support role (optional but beneficial)
#CES #CSS #AppsInfra #AzureCore
Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations ( .
Our team of Embedded Escalation Engineers (EEE) play a pivotal role in resolving the most critical and technically complex customer challenges. Using advanced diagnostic techniques-including trace and source code analysis, debugging tools, and reverse engineering-we drive resolution and deepen product understanding. EEEs foster strong collaboration across support and engineering teams, navigating high-impact scenarios with clarity and empathy to restore trust and deliver lasting solutions.
In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Senior Technical Support Engineer/EEE, you will own, troubleshoot and solve complex customer technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and deepen your technical proficiency. In this role, you will also drive support improvement programs to enable our Tier-1 support team to achieve more. This spans from identifying and following up on improvements within the Product, the Support Process as well as creating (low-code) tools for your team and your Tier-1 support teams. All of it while leveraging AI as your Copilot to achieve more.
Microsoft's mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
**Responsibilities**
**Response and Resolution:**
+ Acts as an advisor to the customer and handles complex, repeatable, or escalated cases that may become politically charged. Creates technical articles or knowledge base (e.g., edits or creates news/ knowledge-base articles) that is internal or customer facing for better customer understand. Provides best practices and education to ensure customer understands the problem in order to proactively resolve potential issues in the future.
+ Performs complex product troubleshooting and remediation when needed. Works alongside the development teams to drive incident resolution for configuration, code, or other service deficiencies impacting customers. Analyzes patterns of problems and identifies workflows to optimize support engineering delivery for a team or region level.
+ Reviews complex issues (e.g., multiple components of a product) and contacts customers to understand issue. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues.
+ Collaborates on cross-team and cross-product technical issues by working with resources from other groups including support engineering groups, product groups, services team, and account team as needed to resolve complex customer issues.
**Readiness:**
+ Implements end-to-end readiness programs (e.g., mentoring, leading triages, content creation, brown bag sessions, blogs, quality assurance checks, writes technical articles) and contributes to the content and readiness strategy. Mentors Technical Support Engineers or members from other teams outside of Customer Service and Support (CSS). develops expert level competence on support topics.
**Product/Process Improvement:**
+ Contributes to and/or develops automation techniques and diagnostic tools to improve cross-group effectiveness.
+ Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers. Provides feedback to the product group for product improvement. Leverages overall product knowledge to determine if and when features require enhancements.
+ Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions. Utilizes learnings from triage meetings to identify and communicate readiness needs to manager or readiness team.
+ Engages with engineering team to investigate product bugs, provides business impact, and collaborates with appropriate stakeholders and senior team members on fixes.
+ Translates feedback and creates processes and workflows for case resolution.
**Business Integration:**
+ Implements strategic business decisions with customers, partners, and teams to increase market share. Influences peers to implement strategy.
**Other:**
+ Embody our culture and values
**Qualifications**
**Required Qualifications:**
+ Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 3+ years of technical support, technical consulting experience, or information technology experience
+ OR 5+ years of technical support, technical consulting experience, or information technology experience.
+ English Language: fluent in reading, writing and speaking.
**Additional or Preferred Qualifications:**
+ Technical Support experience (in a Tier 2) including experience in a customer facing or customer technical support role
+ Demonstrable experience in analyzing and solving complex customer issues in a cloud-based environment. Topics like Network Trace, Fiddler, HTTP-Statuscodes, Request-/Response-Headers, JSON, Kusto sound familiar to you
+ Demonstrable experience with either SQL or KQL
+ Demonstrable experience in complex problem solving which involves coordination and communication between multiple stakeholders, including Tier 1-support, customer-facing delivery roles, Product Managers, Engineering
+ Knowledge of cost management and billing systems - Understanding of usage data, billing APIs, and reporting tools such as Power BI is beneficial
+ Experience in Power Platform, for example Power Automate Flows, Canvas Apps, Copilot Studio
+ Experience using Azure Low Code techniques, for example Logic Apps
+ 2+ years of Development experience in Engineering roles using C# and .NET on Microsoft Azure, including experience in a customer facing or customer technical support role (optional but beneficial)
#CES #CSS #AppsInfra #AzureCore
Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations ( .
Lo sentimos, este trabajo no está disponible en su región
5
Technical Support Professional
Heredia, Heredia
IBM
Publicado hace 4 días
Trabajo visto
Descripción Del Trabajo
**Introduction**
A career in IBM Software means you'll be part of a team that transforms our customer's challenges into solutions.
Seeking new possibilities and always staying curious, we are a team dedicated to creating the world's leading AI-powered, cloud-native software solutions for our customers. Our renowned legacy creates endless global opportunities for our IBMers, so the door is always open for those who want to grow their career.
IBM's product and technology landscape includes Research, Software, and Infrastructure. Entering this domain positions you at the heart of IBM, where growth and innovation thrive.
**Your role and responsibilities**
The Technical Support engineer:
· Provides technical support assistance to customers using problem determination/problem source identification skills.
· Utilizes technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution.
· Communicates action plans to the customer or IBM representative as appropriate.
· Recommends and implements new or improvements to existing technical support tools, procedures, and processes.
· May provide training for and mentor others on the team.
· Contributes to department attainment of organizational objectives and high customer satisfaction.
· Documents problem solutions within the company knowledge base.
· Writes and provides the customer with samples of test code.
· Manages requests' priorities on a daily basis.
Your responsibilities
Provide technical support assistance to customers using problem determination/problem source identification skills.
Communicate action plans to the customer or IBM representative as appropriate.
Work closely with clients as leading resolver to assist and expedite problem resolution during product implementation by providing remote troubleshooting and guidance.
Review diagnostic information to assist in isolation of a problem cause (which includes interpreting traces).
Provide technical support within established guidelines; demonstrating soft skills and technical skills that contribute to client satisfaction.
Partner with other support teams and service units to provide seamless problem resolution that lead to delightful client perceptions, utilizing technical and negotiation skills.
Recommend and implement new or improvements to existing technical support tools, procedures and processes.
Contribute to department attainment of organizational objectives and high customer satisfaction.
Demonstrate proficiency in the products supported by maintaining applicable technical certifications.
May provide training for and mentorship for others on the team.
Demonstrate excellent verbal and written communication skills.
**Required technical and professional expertise**
Bachelor's Degree
Basic knowledge in Operating system administration (Windows, Linux)
Basic knowledge in database administration (DB2, Oracle, MS SQL)
English: Fluent in speaking and writing
Analytical thinking, structured problem-solving techniques
Strong positive customer service attitude with sensitivity to client satisfaction.
Must be a self-starter, quick learner, and enjoy working in a challenging, fast paced environment.
Strong analytical and troubleshooting skills, including problem recreation, analyzing logs and traces, debugging complex issues to determine a course of action and recommend solutions.
**Preferred technical and professional experience**
Master's Degree in Information Technology
Basic knowledge of process/data mining
Basic knowledge of LDAP
Basic knowledge of AI technologies
Basic knowledge of IBM's Digital Business Automation Product Family
Knowledge with Apache Flink and Kafka
Knowledge with Elastic Search
Knowledge with Containerization and Kubernetes
Knowledge with OpenShift
Knowledge with scripting (including Python, JavaScript)
Knowledge with products of IBM's Digital Business Automation Product Family
Knowledge with Process/Data Mining
Knowledge with Containerization
Knowledge with Kibana
Knowledge with Elastic Search
Fluent in speaking and writing in English and additional language(s)
At least 1 year experience in Technical Support
IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
A career in IBM Software means you'll be part of a team that transforms our customer's challenges into solutions.
Seeking new possibilities and always staying curious, we are a team dedicated to creating the world's leading AI-powered, cloud-native software solutions for our customers. Our renowned legacy creates endless global opportunities for our IBMers, so the door is always open for those who want to grow their career.
IBM's product and technology landscape includes Research, Software, and Infrastructure. Entering this domain positions you at the heart of IBM, where growth and innovation thrive.
**Your role and responsibilities**
The Technical Support engineer:
· Provides technical support assistance to customers using problem determination/problem source identification skills.
· Utilizes technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution.
· Communicates action plans to the customer or IBM representative as appropriate.
· Recommends and implements new or improvements to existing technical support tools, procedures, and processes.
· May provide training for and mentor others on the team.
· Contributes to department attainment of organizational objectives and high customer satisfaction.
· Documents problem solutions within the company knowledge base.
· Writes and provides the customer with samples of test code.
· Manages requests' priorities on a daily basis.
Your responsibilities
Provide technical support assistance to customers using problem determination/problem source identification skills.
Communicate action plans to the customer or IBM representative as appropriate.
Work closely with clients as leading resolver to assist and expedite problem resolution during product implementation by providing remote troubleshooting and guidance.
Review diagnostic information to assist in isolation of a problem cause (which includes interpreting traces).
Provide technical support within established guidelines; demonstrating soft skills and technical skills that contribute to client satisfaction.
Partner with other support teams and service units to provide seamless problem resolution that lead to delightful client perceptions, utilizing technical and negotiation skills.
Recommend and implement new or improvements to existing technical support tools, procedures and processes.
Contribute to department attainment of organizational objectives and high customer satisfaction.
Demonstrate proficiency in the products supported by maintaining applicable technical certifications.
May provide training for and mentorship for others on the team.
Demonstrate excellent verbal and written communication skills.
**Required technical and professional expertise**
Bachelor's Degree
Basic knowledge in Operating system administration (Windows, Linux)
Basic knowledge in database administration (DB2, Oracle, MS SQL)
English: Fluent in speaking and writing
Analytical thinking, structured problem-solving techniques
Strong positive customer service attitude with sensitivity to client satisfaction.
Must be a self-starter, quick learner, and enjoy working in a challenging, fast paced environment.
Strong analytical and troubleshooting skills, including problem recreation, analyzing logs and traces, debugging complex issues to determine a course of action and recommend solutions.
**Preferred technical and professional experience**
Master's Degree in Information Technology
Basic knowledge of process/data mining
Basic knowledge of LDAP
Basic knowledge of AI technologies
Basic knowledge of IBM's Digital Business Automation Product Family
Knowledge with Apache Flink and Kafka
Knowledge with Elastic Search
Knowledge with Containerization and Kubernetes
Knowledge with OpenShift
Knowledge with scripting (including Python, JavaScript)
Knowledge with products of IBM's Digital Business Automation Product Family
Knowledge with Process/Data Mining
Knowledge with Containerization
Knowledge with Kibana
Knowledge with Elastic Search
Fluent in speaking and writing in English and additional language(s)
At least 1 year experience in Technical Support
IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
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6
Technical Support Representative
San Jose, Heredia
Envista Holdings Corporation
Publicado hace 5 días
Trabajo visto
Descripción Del Trabajo
**Job Description:**
Join our Team! DEXIS is looking for individuals who work their best, help others, and commit to helping us improve our customer lives and celebrate the difference in others. We have several new and exciting opportunities available as we expand our Customer Care team into Costa Rica!
Who is DEXIS and why should you join the team?
We are the leading manufacturer and distributor of innovative dental imaging equipment, software, and solutions. We offer meaningful work through innovation, diverse opportunities, and career progression.
We Also Offer
+ Competitive Pay and Bonuses.
+ Vacation, Sick leave, and Paid Holidays.
+ Employee Referral Program
+ Competitive leave policies including Sick, Bereavement and Maternity/Paternity Leave
+ Medical, Dental, and Vision Insurance Benefits
+ Community involvement opportunities & employee appreciation events.
+ State of the art, climate-controlled facility.
Where are we?
UltraPark I, La Aurora, Heredia.
POSITION SUMMARY
The primary function of this position is to support independent accounts and perform complex technical duties related to all DEXIS products, by answering customer questions or resolving issues in a support center environment.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
· Investigate, analyze, and resolve complex support requests with internal and external customers via phone, email, chat, and remote control/assist software.
· Take ownership of the customer issue to resolution.
· Document session notes and complaints in appropriate systems.
· Provide fast responses and always maintain an elevated level of professionalism.
· Support multiple products.
· Document session notes and complaints in appropriate systems.
· Perform other duties or special projects as assigned.
· Must consistently deliver results and meet KPI's, Metrics and Quality standards.
**Job Requirements:**
QUALIFICATIONS:
This position is for a contact center environment that will require strong interpersonal phone and email skills and a strong customer focus resolving and troubleshooting customer issues. It will include troubleshooting equipment by phone and with service technicians and solving application problems with the end user that may or may not be comfortable using a computer. This position requires working standard departmental support hours (8am - 6pm EST Mon-Fri), hybrid model, holidays and overtime, as dictated by business needs.
MINIMUM REQUIREMENTS
· High school diploma or equivalent
· Experience in troubleshooting and installation of computer software/hardware and remote desktop solutions via help desk, or phone support in a technical-related field.
· Experience in troubleshooting network environments IE. TCP/IP, LAN, DNS, Client/Server configuration, user permissions.
· Experience supporting Microsoft Windows versions & Microsoft Server
· Basic Understanding of MS SQL.
PREFERRED REQUIRMENTS
· CompTIA A+ certification, CompTIA Net+ certification, MCSA Windows certification
· Knowledge of dental X-ray software and equipment
· Experience troubleshooting with the MAC Parallel environment
· Basic knowledge of virtual computing concepts
· Basic Knowledge of HIPAA
RELATIONSHIPS:
Internal relationships:
· Reports to the Technical Support Supervisor
· Frequently interacts with all functional departments
External Relationships:
· Frequently interacts with customers and partner dealers
PERSONAL TRAIT PROFILE:
· Strong customer focus
· Self-starter, fast learner and excited about technology
· Self- Sufficient
· Strong problem solver
· Results driven
· Detail oriented
· Patience and flexibility
· Team orientation (knows when to lead and when to follow)
· Lives the "continuous improvement" philosophy and can drive change successfully
· Logical and creative thinker
· Poised and confident
· Work well under extreme pressure
· Ability to influence others - credible
**Operating Company:**
DEXIS
Envista and its family of companies (Envista) will not accept unsolicited resumes from any source other than directly from a candidate. Envista will consider unsolicited referrals and/or resumes submitted by vendors such as search firms, staffing agencies, professional recruiters, fee-based referral services and recruiting agencies (Agency) to have been referred by the Agency free of charge and Envista will not pay a fee for any placement resulting from the receipt such unsolicited resumes. An Agency must obtain advance written approval from Envista's internal Talent Acquisition or Human Resources team to submit resumes, and then only in conjunction with a valid fully-executed contract approved by the Global Talent Acquisition leader and in response to a specific job opening. Envista will not pay a fee to any Agency that does not have such agreement and written approval in place.
Envista is a global family of more than 30 trusted dental brands, united by a shared purpose: to partner with professionals to improve lives. Envista helps its customers deliver the best possible patient care through industry-leading dental consumables, solutions, technology, and services. Our comprehensive portfolio, including dental implants and treatment options, orthodontics, and digital imaging technologies, covers an estimated 90% of dentists' clinical needs for diagnosing, treating, and preventing dental conditions as well as improving the aesthetics of the human smile. Envista companies, including DEXIS, Kerr, Nobel Biocare and Ormco, partner with dental professionals to help them deliver the best possible patient care.
Envista became an independent company in 2019. We brought with us the proven Envista Business System (EBS) methodology, an experienced leadership team, and a strong culture grounded in continuous improvement, commitment to innovation, and deep customer focus to meet the end-to-end needs of dental professionals worldwide. Envista is now one of the largest global dental products companies, with significant market positions in some of the most attractive segments of the dental products industry. For more information, please visit .
Join our Team! DEXIS is looking for individuals who work their best, help others, and commit to helping us improve our customer lives and celebrate the difference in others. We have several new and exciting opportunities available as we expand our Customer Care team into Costa Rica!
Who is DEXIS and why should you join the team?
We are the leading manufacturer and distributor of innovative dental imaging equipment, software, and solutions. We offer meaningful work through innovation, diverse opportunities, and career progression.
We Also Offer
+ Competitive Pay and Bonuses.
+ Vacation, Sick leave, and Paid Holidays.
+ Employee Referral Program
+ Competitive leave policies including Sick, Bereavement and Maternity/Paternity Leave
+ Medical, Dental, and Vision Insurance Benefits
+ Community involvement opportunities & employee appreciation events.
+ State of the art, climate-controlled facility.
Where are we?
UltraPark I, La Aurora, Heredia.
POSITION SUMMARY
The primary function of this position is to support independent accounts and perform complex technical duties related to all DEXIS products, by answering customer questions or resolving issues in a support center environment.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
· Investigate, analyze, and resolve complex support requests with internal and external customers via phone, email, chat, and remote control/assist software.
· Take ownership of the customer issue to resolution.
· Document session notes and complaints in appropriate systems.
· Provide fast responses and always maintain an elevated level of professionalism.
· Support multiple products.
· Document session notes and complaints in appropriate systems.
· Perform other duties or special projects as assigned.
· Must consistently deliver results and meet KPI's, Metrics and Quality standards.
**Job Requirements:**
QUALIFICATIONS:
This position is for a contact center environment that will require strong interpersonal phone and email skills and a strong customer focus resolving and troubleshooting customer issues. It will include troubleshooting equipment by phone and with service technicians and solving application problems with the end user that may or may not be comfortable using a computer. This position requires working standard departmental support hours (8am - 6pm EST Mon-Fri), hybrid model, holidays and overtime, as dictated by business needs.
MINIMUM REQUIREMENTS
· High school diploma or equivalent
· Experience in troubleshooting and installation of computer software/hardware and remote desktop solutions via help desk, or phone support in a technical-related field.
· Experience in troubleshooting network environments IE. TCP/IP, LAN, DNS, Client/Server configuration, user permissions.
· Experience supporting Microsoft Windows versions & Microsoft Server
· Basic Understanding of MS SQL.
PREFERRED REQUIRMENTS
· CompTIA A+ certification, CompTIA Net+ certification, MCSA Windows certification
· Knowledge of dental X-ray software and equipment
· Experience troubleshooting with the MAC Parallel environment
· Basic knowledge of virtual computing concepts
· Basic Knowledge of HIPAA
RELATIONSHIPS:
Internal relationships:
· Reports to the Technical Support Supervisor
· Frequently interacts with all functional departments
External Relationships:
· Frequently interacts with customers and partner dealers
PERSONAL TRAIT PROFILE:
· Strong customer focus
· Self-starter, fast learner and excited about technology
· Self- Sufficient
· Strong problem solver
· Results driven
· Detail oriented
· Patience and flexibility
· Team orientation (knows when to lead and when to follow)
· Lives the "continuous improvement" philosophy and can drive change successfully
· Logical and creative thinker
· Poised and confident
· Work well under extreme pressure
· Ability to influence others - credible
**Operating Company:**
DEXIS
Envista and its family of companies (Envista) will not accept unsolicited resumes from any source other than directly from a candidate. Envista will consider unsolicited referrals and/or resumes submitted by vendors such as search firms, staffing agencies, professional recruiters, fee-based referral services and recruiting agencies (Agency) to have been referred by the Agency free of charge and Envista will not pay a fee for any placement resulting from the receipt such unsolicited resumes. An Agency must obtain advance written approval from Envista's internal Talent Acquisition or Human Resources team to submit resumes, and then only in conjunction with a valid fully-executed contract approved by the Global Talent Acquisition leader and in response to a specific job opening. Envista will not pay a fee to any Agency that does not have such agreement and written approval in place.
Envista is a global family of more than 30 trusted dental brands, united by a shared purpose: to partner with professionals to improve lives. Envista helps its customers deliver the best possible patient care through industry-leading dental consumables, solutions, technology, and services. Our comprehensive portfolio, including dental implants and treatment options, orthodontics, and digital imaging technologies, covers an estimated 90% of dentists' clinical needs for diagnosing, treating, and preventing dental conditions as well as improving the aesthetics of the human smile. Envista companies, including DEXIS, Kerr, Nobel Biocare and Ormco, partner with dental professionals to help them deliver the best possible patient care.
Envista became an independent company in 2019. We brought with us the proven Envista Business System (EBS) methodology, an experienced leadership team, and a strong culture grounded in continuous improvement, commitment to innovation, and deep customer focus to meet the end-to-end needs of dental professionals worldwide. Envista is now one of the largest global dental products companies, with significant market positions in some of the most attractive segments of the dental products industry. For more information, please visit .
Lo sentimos, este trabajo no está disponible en su región
7
Technical Support Engineer
Heredia, Heredia
IBM
Publicado hace 5 días
Trabajo visto
Descripción Del Trabajo
**Introduction**
A career in IBM Software means you'll be part of a team that transforms our customer's challenges into solutions.
Seeking new possibilities and always staying curious, we are a team dedicated to creating the world's leading AI-powered, cloud-native software solutions for our customers. Our renowned legacy creates endless global opportunities for our IBMers, so the door is always open for those who want to grow their career.
IBM's product and technology landscape includes Research, Software, and Infrastructure. Entering this domain positions you at the heart of IBM, where growth and innovation thrive.
**Your role and responsibilities**
As a Technical Support Engineer for IBM watsonx.data, you'll play a key role in helping enterprise clients troubleshoot and optimize their use of IBM's AI-ready data lakehouse platform. You'll collaborate with senior engineers to ensure smooth deployment, performance, and reliability across hybrid cloud environments.
We're seeking a proactive individual with a keen interest in AI, data engineering, cloud technologies, and enterprise systems-someone eager to learn and grow in a dynamic technical environment.
Your responsibilities:
Provide technical support assistance to customers using problem determination/problem source identification skills.
Communicate action plans to the customer or IBM representative as appropriate.
Work closely with clients as leading resolver to assist and expedite problem resolution during product implementation by providing remote troubleshooting and guidance.
Review diagnostic information to assist in isolation of a problem cause (which includes interpreting traces).
Provide technical support within established guidelines; demonstrating soft skills and technical skills that contribute to client satisfaction.
Partner with other support teams and service units to provide seamless problem resolution that lead to delightful client perceptions, utilizing technical and negotiation skills.
Recommend and implement new or improvements to existing technical support tools, procedures and processes.
Demonstrate proficiency in the products supported by maintaining applicable technical certifications.
Demonstrate excellent verbal and written communication skills.
**Required technical and professional expertise**
'-Highschool diploma
-Understanding of Linux command line and system administration
-Basic knowledge in database administration (Db2, Oracle, MS SQL)
-Familiarity with SQL and data querying concepts
-Awareness of containerization (Podman/Docker, Kubernetes, IBM RedHat Openshift)
-Exposure to cloud platforms (IBM Cloud, AWS, Azure)
-English: Fluent in speaking and writing
-Analytical thinking, structured problem-solving techniques
-Strong positive customer service attitude with sensitivity to client satisfaction.
-Must be a self-starter, quick learner, and enjoy working in a challenging, fast paced environment.
-Strong analytical and troubleshooting skills, including problem recreation, analysing logs and traces, debugging complex issues to determine a course of action and recommend solutions.
-1 to 3 years experience in Technical Support.
**Preferred technical and professional experience**
'-Basic knowledge of process/data mining
-Basic knowledge of LDAP
-Basic knowledge of AI technologies
-Basic knowledge of IBM's Digital Business Automation Product Family
-Knowledge with Apache Flink and Kafka
-Knowledge with Containerization and Kubernetes
-Knowledge with OpenShift
-Knowledge with scripting (including Python, JavaScript)
-Knowledge with products of IBM's Digital Business Automation Product Family
-Knowledge with Process/Data Mining
-Knowledge with Containerization
-Any relevant cloud, data, or Linux certifications are a plus
IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
A career in IBM Software means you'll be part of a team that transforms our customer's challenges into solutions.
Seeking new possibilities and always staying curious, we are a team dedicated to creating the world's leading AI-powered, cloud-native software solutions for our customers. Our renowned legacy creates endless global opportunities for our IBMers, so the door is always open for those who want to grow their career.
IBM's product and technology landscape includes Research, Software, and Infrastructure. Entering this domain positions you at the heart of IBM, where growth and innovation thrive.
**Your role and responsibilities**
As a Technical Support Engineer for IBM watsonx.data, you'll play a key role in helping enterprise clients troubleshoot and optimize their use of IBM's AI-ready data lakehouse platform. You'll collaborate with senior engineers to ensure smooth deployment, performance, and reliability across hybrid cloud environments.
We're seeking a proactive individual with a keen interest in AI, data engineering, cloud technologies, and enterprise systems-someone eager to learn and grow in a dynamic technical environment.
Your responsibilities:
Provide technical support assistance to customers using problem determination/problem source identification skills.
Communicate action plans to the customer or IBM representative as appropriate.
Work closely with clients as leading resolver to assist and expedite problem resolution during product implementation by providing remote troubleshooting and guidance.
Review diagnostic information to assist in isolation of a problem cause (which includes interpreting traces).
Provide technical support within established guidelines; demonstrating soft skills and technical skills that contribute to client satisfaction.
Partner with other support teams and service units to provide seamless problem resolution that lead to delightful client perceptions, utilizing technical and negotiation skills.
Recommend and implement new or improvements to existing technical support tools, procedures and processes.
Demonstrate proficiency in the products supported by maintaining applicable technical certifications.
Demonstrate excellent verbal and written communication skills.
**Required technical and professional expertise**
'-Highschool diploma
-Understanding of Linux command line and system administration
-Basic knowledge in database administration (Db2, Oracle, MS SQL)
-Familiarity with SQL and data querying concepts
-Awareness of containerization (Podman/Docker, Kubernetes, IBM RedHat Openshift)
-Exposure to cloud platforms (IBM Cloud, AWS, Azure)
-English: Fluent in speaking and writing
-Analytical thinking, structured problem-solving techniques
-Strong positive customer service attitude with sensitivity to client satisfaction.
-Must be a self-starter, quick learner, and enjoy working in a challenging, fast paced environment.
-Strong analytical and troubleshooting skills, including problem recreation, analysing logs and traces, debugging complex issues to determine a course of action and recommend solutions.
-1 to 3 years experience in Technical Support.
**Preferred technical and professional experience**
'-Basic knowledge of process/data mining
-Basic knowledge of LDAP
-Basic knowledge of AI technologies
-Basic knowledge of IBM's Digital Business Automation Product Family
-Knowledge with Apache Flink and Kafka
-Knowledge with Containerization and Kubernetes
-Knowledge with OpenShift
-Knowledge with scripting (including Python, JavaScript)
-Knowledge with products of IBM's Digital Business Automation Product Family
-Knowledge with Process/Data Mining
-Knowledge with Containerization
-Any relevant cloud, data, or Linux certifications are a plus
IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Lo sentimos, este trabajo no está disponible en su región
8
Technical Support Engineer
Heredia, Heredia
IBM
Publicado hace 6 días
Trabajo visto
Descripción Del Trabajo
**Introduction**
A career in IBM Software means you'll be part of a team that transforms our customers' challenges into solutions.
Seeking new possibilities and always staying curious, we are a team dedicated to creating the world's leading AI-powered, cloud-native software solutions for our customers. Our renowned legacy creates endless global opportunities for our IBMers, so the door is always open for those who want to grow their career.
IBM's product and technology landscape includes Research, Software, and Infrastructure. Entering this domain positions you at the heart of IBM, where growth and innovation thrive.
**Your role and responsibilities**
As a Hybrid Cloud Support Engineer, you will utilize your passion for helping others to ensure that our Users and Enterprises are successful in their use of DataStax products and solutions. This is a continuous learning and teaching role where you will develop and share your knowledge of troubleshooting, configuration, and exciting new technologies, inclusive of and complementary to Apache Cassandra, DataStax Enterprise, and Astra.
What will you do:
● Research, reproduce, troubleshoot, and solve highly challenging technical issues
● Provide thoughtful direction and support for technical inquiries
● Ensure that customer issues are resolved as expediently as possible
● Diagnose and reproduce customer-reported issues and log JIRA tickets
● Participate in on-call rotation for after-hours, holiday, and weekend support coverage
● Create code samples, tutorials, and articles for the DataStax Knowledge Base
● Collaborate and contribute to the Support Team infrastructure tools and processes
● Fulfill the on-call rotation requirements of this role
**Required technical and professional expertise**
● 4-6 years of experience supporting large enterprise customers in a customer-facing support role
● Experience with supporting a Software as a Service Cloud product
● Experience with Grafana, Prometheus, Splunk, Datadog, and other monitoring solutions
● Experience supporting Kubernetes-based distributed applications, or an understanding of Kubernetes fundamentals
● Experience with pub-sub, messaging, and streaming solutions like Pulsar, Kafka
● Experience using APIs and understanding the app development lifecycle with a language or framework based on Java, Python, or Go would be preferred
● Experience/certifications with AWS/GCP/Azure deployments and associated cloud-based monitoring tools would be preferred
● Experience with Linux operating systems, including command line, performance, and network troubleshooting
● Excellent verbal and written communication skills
● Lifetime learner, self-motivated with the ability to multitask during high-pressure situations
● Proficiency in English
**Preferred technical and professional experience**
● Supporting Apache Cassandra environments or other relational and/or alternative database technologies is a plus
● Understanding of Java, Python, Go and/or another language (Troubleshooting skills)
● Experience with escalation management and customer success or premium support
● Experience working in a fast-moving, high-pressure environment
IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
A career in IBM Software means you'll be part of a team that transforms our customers' challenges into solutions.
Seeking new possibilities and always staying curious, we are a team dedicated to creating the world's leading AI-powered, cloud-native software solutions for our customers. Our renowned legacy creates endless global opportunities for our IBMers, so the door is always open for those who want to grow their career.
IBM's product and technology landscape includes Research, Software, and Infrastructure. Entering this domain positions you at the heart of IBM, where growth and innovation thrive.
**Your role and responsibilities**
As a Hybrid Cloud Support Engineer, you will utilize your passion for helping others to ensure that our Users and Enterprises are successful in their use of DataStax products and solutions. This is a continuous learning and teaching role where you will develop and share your knowledge of troubleshooting, configuration, and exciting new technologies, inclusive of and complementary to Apache Cassandra, DataStax Enterprise, and Astra.
What will you do:
● Research, reproduce, troubleshoot, and solve highly challenging technical issues
● Provide thoughtful direction and support for technical inquiries
● Ensure that customer issues are resolved as expediently as possible
● Diagnose and reproduce customer-reported issues and log JIRA tickets
● Participate in on-call rotation for after-hours, holiday, and weekend support coverage
● Create code samples, tutorials, and articles for the DataStax Knowledge Base
● Collaborate and contribute to the Support Team infrastructure tools and processes
● Fulfill the on-call rotation requirements of this role
**Required technical and professional expertise**
● 4-6 years of experience supporting large enterprise customers in a customer-facing support role
● Experience with supporting a Software as a Service Cloud product
● Experience with Grafana, Prometheus, Splunk, Datadog, and other monitoring solutions
● Experience supporting Kubernetes-based distributed applications, or an understanding of Kubernetes fundamentals
● Experience with pub-sub, messaging, and streaming solutions like Pulsar, Kafka
● Experience using APIs and understanding the app development lifecycle with a language or framework based on Java, Python, or Go would be preferred
● Experience/certifications with AWS/GCP/Azure deployments and associated cloud-based monitoring tools would be preferred
● Experience with Linux operating systems, including command line, performance, and network troubleshooting
● Excellent verbal and written communication skills
● Lifetime learner, self-motivated with the ability to multitask during high-pressure situations
● Proficiency in English
**Preferred technical and professional experience**
● Supporting Apache Cassandra environments or other relational and/or alternative database technologies is a plus
● Understanding of Java, Python, Go and/or another language (Troubleshooting skills)
● Experience with escalation management and customer success or premium support
● Experience working in a fast-moving, high-pressure environment
IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Lo sentimos, este trabajo no está disponible en su región
9