Customer Support and Facilities Analyst

hace 3 semanas

Colombia Huila CREF A tiempo completo

**About CREF**

CREF (Corporate Real Estate & Facilities) is a fully integrated global corporate real estate & facilities management firm that manages all aspects of institutional real estate and facilities.

CREF was formed with one single objective - to help organizations more efficiently and productively manage their real estate assets. Realizing the regulatory and management complexity of overseeing diverse real estate portfolios, CREF has attracted a team of over 150 leading real estate professionals who specialize in all aspects of real estate and facilities management.

Relying on decades of institutional knowledge, we have developed proprietary web-based technologies to provide our clients with up to the minute assessments of what is happening in their real estate portfolio, avoid surprises and maximize the value of their real estate assets.

With operations in nine states, three countries, $10 billion in asset management representing forty million square feet, CREF is the undisputed leader in institutional real estate asset management.

**About iCREF**

iCREF is a fully integrated global corporate real estate & facilities management software suite that manages all aspects of corporate facilities and property projects while increasing the quality of the organizations, reducing costs, achieving business goals, and offering easy-to-understand real-time access to quantifiable data.

**Customer Support & Facilities Analyst**

Under the direction of the Operations Team, the Customer Support and Facilities Analyst will provide professional services on assigned projects concerning design, development, and implementations of iCREF at hospitals in Colombia that supports the buildings and facilities of our clients. The goal is to successfully deploy the iCREF solution at client hospitals in Colombia. In order to do so it will be important for the Customer Support and Facilities Analyst to understand current processes and asset data. The Customer Support and Facilities Analyst provides support to an internal and external team of facility professionals on site to review current systems, processes, and assets. This role requires a self-motivated person who acts as a change agent, adapts quickly to new information and data and interacts effectively in a team environment. We expect that the analyst will have to work closely with local leadership to advocate for and support change that modernizes the way facilities maintenance works. The Customer Support & Facilities Analyst will work with management to review design changes to the system and the capture of all relevant asset data.

**Core Responsibilities**
- Implementation responsibilities will focus on:

- Review and document client policies and procedures, processes, workflows, roles and responsibilities, reports, technical and functional requirements regarding Facilities asset and work order management
- Review customer provided data for completeness and convert data into a usable format for upload into iCREF
- Perform validation activities and testing of client data uploaded into iCREF
- Troubleshoot errors or issues regarding data management
- Act as the liaison to ensure that the iCREF team and the client are aware of key deliverables and project milestones
- Provide support throughout the implementation process for change management within iCREF regarding asset and maintenance schedule changes, additions, tasking, etc.
- Assist iCREF training team with customer training and support during the implementation process
- Make recommendations on process improvement that will aid the iCREF team in meeting its goals and objectives
- Work closely with support teams to troubleshoot functional issues during implementation to ensure the best possible client experience
- Facilitate touchpoints with client in a timely and professional manner throughout the implementation process
- Manage and coordinate multiple customer implementations simultaneously
- Closely collaborate with our iCREF team to build the best product possible
- Customer support responsibilities will focus on:

- Collaborate with Customer Success Team to target client needs, promote knowledgebase in customer and maintain standards
- Document each customer contact, using the Customer Success Team's tracking system. Escalate unresolved customer issues with all pertinent information to the appropriate resource (technical and non-technical)
- Work collaboratively and effectively with a team of peers
- Maintain a positive and constructive attitude in the workplace, including presenting challenges in a positive manner, offering constructive approaches to overcoming difficulties and treating all individuals with respect
- Prioritize work balancing importance from customer perspective and operational efficiency
- Provide organized reporting of customer defects and identified needs
- Responsible for new client setups and orientation into our systems
- Work in conjunction with various clients to troubleshoot and

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