Operational Support

hace 2 semanas


Bogotá, Bogotá D.E., Colombia D&S Global Solutions A tiempo completo

Position Title:
Bilingual Operational Support

Language (s): All applicants must speak fluent English. Any other language is a plus

Contract Type:
Labor / Indefinite Terms

Equip

required:
Computer 8GB RAM / Windows 10 or later / Internet speed 30 MB

Job Start Date:
Immediate

Location: 100% Remote

Country:
Colombia

Hours: 8:00 AM to 5:00 PM US CST Monday to Friday. Flexible schedule based on business needs

Reports To:
Operational Support Manager

Company Overview


D&S Global Solutions provides world-class Order-to-Cash solutions, leveraging proprietary technology and global delivery capabilities, to deliver frictionless customer experience and optimized client outcomes.


D&S Global Solutions was founded in 1997, headquarters:
Austin, TX.

Current clients include many of the most sophisticated service companies in technology, financial services, agriculture, and credit issuers, including several Fortune 100 companies.

D&S teams are in North America, LATAM, EMEA and Asia providing services into over 190 countries for our clients.

The operational support conducts an interface within the operations team (collections / accounts receivable agent) and the client.

Essential Duties and Responsibilities include the following:

  • Zendesk tickets
  • Reviewing Ops requests to the client for accuracy and content
  • Ensure New tickets are sent to the client in a timely manner
  • Following up with the client on open tickets
  • Escalating aged tickets to Client Management for assistance
  • Reviewing client systems to selfserve Ops requests where we have access
  • Use advanced call structures and techniques
  • Utilize concise notes/updates in corporate/client databases
  • Demonstrate behaviors reflecting our policies
  • Maintain a positive customer relationship
  • Exceed standards expressed by the client
  • Working with International/Latam tickets (backup requests, payment requests, general collection inquiries)

Qualifications:

  • Ability to speak fluently and write clearly in English
  • Attention to detail
  • Excellent written and verbal communication skills
  • Ability to work in multiple systems
  • Adaptable to change in a fastpaced work environment
  • Ability to manage multiple projects and priorities
  • Proficiency in MS Word and Excel
  • Ability to build rapport, ask questions, listen and redirect the conversations
  • Ability to overcome objections, analyze responses and negotiate resolutions
  • Work independently and as part of a team to achieve required metrics and standards
  • Solid time management skills
  • Knowledge in customer service
  • Ability to adapt to new business opportunities, challenges and client demands
  • Excellent verbal and written communication skills
  • Ability to learn and grow with our organization


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