Operational Support

hace 4 semanas

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 self-serve 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 fast-paced 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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