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Customer Success Champions

hace 4 meses

Barranquilla, Colombia HCL Technologies A tiempo completo

Responsible for identifying on the ground issues agents at the PSO (Partner Support Operations) are facing and coordinating the resolution with the Customer Success Enablers (L2) teams promoting the continuous improvement of productivity, service quality and customer satisfaction.

**Purpose**:
Responsible for smooth running of the Project as per the plan laid down for the PSO

**Scope - Job Specific**:

- Identify the technical issue at PSO and provide instant technical help (basic desktop/thin client troubleshooting of clearing up resources & session re-initiation)
- Provide additional knowledge of the issues to make user understand for self-resolution next time the issue is encountered
- Make PSO agents aware of the self-help (Info Manager) solutions available
- Understand the issue faced, identify potential causes and route the issue to Customer Success Enablers (L2)
- Coordinate with onshore & offshore teams (business & technical teams) from client side as per governance set on issues identified, fixes

**Level Guide Statements - General**:
**Main Responsibilities**:
Act as an internal point of contact for PSO to help identify and resolve technical issues faced

CS champions are the ‘boots on the ground’ onsite with the PSOs to ensure instant support and faster escalations to L2 teams. Will be required to work in shifts (including US hours) to provide effective support to PSO

Have general knowledge of tools, systems and platforms used by agents at PSO

Act as the bridge between PSO and L2 teams to ensure faster issue identification and resolution

Help educate the PSO on self help steps to be taken based on information available to try resolve the issue faster

Ensure issues raised to for resolution have the required information and artifacts for the L2 teams to be able to troubleshoot and resolve the issue

Share Daily/weekly progress report with PSO on status of issues raised with number of issues resolved and details of the resolution

Once issue resolution is confirmed by L2 teams, confirm efficacy of the resolution onsite with PSO, close the ticket after updating the RCA and resolution witnessed, confirm closure with Field Ops Team

Provide inputs for developing decision tree on common issues faced by PSO, self-help steps to be taken by PSO, information to be included in AYS (At Your Service) trouble ticket

Ensure effective communication between PSO and technical teams, wrt to releases, maintenance activities, etc

Participate in team meetings and general inputs in day-to-day improvements

Maintain strong working relationships with internal teams

Understand and comprehend Enterprise releases and translate to call centre level of understanding

Coordinate with other CS (L1) champions across centers & locations to understand the issue type reported, fixes required across locations and best practices replication

**Education Requirements**:
**Min/Preferred**

**Education Level**

**Additional Details**

Minimum

Bachelor’s degree in any discipline

Preferred

Masters

**Professional Certifications**:
**Min/Preferred**

**none**

**Min/Preferred**

**Skills, Knowledge and Abilities**

**Minimum**

**Minimum**

Ability to work collaboratively with different teams and lead in a fast-changing and flexible environment

**Minimum**

Will be required to work in shifts (mostly US)

**Minimum**

Min 3-4 yrs experience in working in a Telecom process (preferably US) is a must

**Minimum**

**Minimum**

Prior experience of working in an Individual Contributor role with multiple stakeholders, interacting with leadership, creating reports and presentations to share updates

**Minimum**

Experience in creating process documents, SOPs, etc using relevant tools

**Preferred**

Prior working knowledge of G Sheets, G Slides, Gmail and Slack

**Preferred**

Experience of working with tools like Live Engage, Cisco Jabber, Citrix

**Preferred**

Understanding of front end, middleware & backend

**Preferred**

Understanding of BI (Tableau & PowerBI) that will help creating reporting

**Preferred**

Understanding Monitoring tools for Servers

**Preferred**

Process and Quality Management experience for a US Telecom Process

**Preferred**

**Additional Role Requirements**:
**Physical Requirements**:
No unusual physical requirements

**Location**:

- Barranquilla, Atlántico (required)