Service Operations Analyst

hace 3 semanas

Bello, Colombia Sencinet A tiempo completo

Tiene como objetivo primordial a segurar el cumplimiento de los níveles de servicio de los SLA acordados con nuestros clientes, así como alcanzar altos níveles de satisfacción a lo largo de todo el ciclo de vida del servicio, involucrándose y contribuyendo en procesos, que pueden ir desde el apoyo en el diseño de nuevas soluciones,pasando por tareas relacionadas con la operación y cuestiones administrativas hasta procesos de mejora continua.

**Responsabilidades e atribuições**
- Gestión de servicios de acuerdo con las mejores prácticas y procesos basados en un entorno ITIL.
- Soporte de 2º / 3º nível para incidencias y peticiones.
- Reducción de los tiempos de respuesta para atender incidencias y peticiones.
- Atención al cliente in situ según el rol previamente acordado.
- Mostrar liderazgo en la solución de incidencias y problemas operativos.
- Garantía de nível de servicio al cliente (SLA).
- Manejo de escalamientos internos y externos para asegurar la resolución del incidente.
- Elaboración de informes de acuerdo a las necesidades del cliente.
- Gestión de la capacidad y disponibilidad de los servicios.
- Demostrar y comprender la importancia de nuestros servicios para nuestros clientes y asumir la responsabilidad de resolver cualquier solicitud, consulta o problema.
- Capacidad para hacer frente a situaciones complejas de manera profesional con empatía y calidez, asegurando los mejores resultados para Sencinet y la experiência del cliente. Entender al cliente y tener claros los objetivos de cada uno, manteniendo conversaciones honestas para gestionar sus expectativas.
- Conocimientos especializados adaptados a las necesidades del cliente.
- Identificación de oportunidades de mejora. Diagnosticar problemas y gestionar la resolución con los grupos relevantes: Gerentes, Técnicos, colegas, proveedores y grupos de clientes.
- Actue con flexibilidad (por excepción) durante horas insociables cuando el servicio al cliente falla o ocurren incidentes graves.

**Requisitos e qualificações**
- Experiência con LAN, WAN, WLAN;
- Experiência con telecomunicaciones en general y atendimento al cliente/ soporte/ mesa de ayuda.
- Tenemos cultura de Startup - ambiente dinámico, flexible, innovador, colaborativo y muy retador.
- Valoramos la diversidad y el equilibrio entre vida profesional y personal.
- Tenemos beneficios geniales: plan de salud para todos los colaboradores (cónyuge e hijos) y seguro de vida para los colaboradores cubierto por la empresa, apoyo para transporte o estacionamiento en las oficinas, estacionamiento para bicicletas disponible en casi todos nuestros locales, beneficios de calidad de vida, seguro de vida entre otros.
- Trabajamos, trabajamos, trabajamos, pero también nos divertimos - horario flexible, ambiente tranquilo y aquel momento para tomar un café y conversar.

¿**Cómo es Sencinet?**

Aquí en Sencinet somos más de 500 personas, todas seleccionadas a detalle y que toman muy en serio nuestro propósito de tornar las redes corporativas rápidas, fáciles, seguras y accesibles para nuestros clientes.

Ofrecemos un ambiente ameno, completamente colaborativo, con un ritmo acelerado y desafiante a fin de alcanzar resultados y promover una mejor experiência para nuestros clientes, construyendo una jornada de éxito para clientes y Sencineers. Aquí tú creces junto a Sencinet

Creemos que la diversidad promueve el crecimiento sustentable. En Sencinet queremos que seas 100% tú mismo.

**Reclutamiento en Sencinet**

Por si tienes curiosidad, te contamos cómo funciona nuestro proceso de reclutamiento después de que te postulas a una vacante:

- Realizamos entrevistas basadas en competencias, estas pueden ser presenciales o remotas.
- Dependiendo del cargo o de la función puede ser más de una entrevista.

**Seguimos reclutando para todas nuestras vacantes. Todas las entrevistas, inducción o onboarding son realizados de forma virtual debido a COVID-19. Todos los Sencineers, nuevos y actuales, trabajarán de forma remota temporalmente hasta que sea seguro regresar a las oficinas.**
- Personas a las que les guste trabajar con otras personas.
- Personas apasionadas por lo que hacen cada día.
- Personas que tienen convicción y defienden sus valores.
- Personas que persiguen resultados y concretan cambios.
- Personas propositivas que trabajan con procesos ágiles y dinámicos

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