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Job Summary: This role supports operational and analytical management for the customer experience, acting as a liaison between customers and internal departments, and ensuring timely and effective handling of their needs. Key Highlights: 1. Support operational and analytical management of the customer experience. 2. Key liaison between customers and internal company departments. 3. Ensure timely and effective handling of customer needs. Job Description **What will you do in this role?** You will support operational and analytical management that underpins comprehensive customer experience management, providing customer support during warranty, post-warranty, and/or operational phases of assigned projects. You will act as a liaison between customers and internal company departments, ensuring customer needs are addressed promptly and effectively. **What we look for in you:** Professional or Technologist degree in Systems or related fields. Minimum 3 years of experience in: * Customer service and data analysis roles. * Direct customer support for the iCS application is desirable. * Effective communication skills. * Technical knowledge of iCS. * Knowledge of Oracle programming and/or administration. * Knowledge of JasperReport. * Information Security training. * Linux operating system administration. * Intermediate English proficiency. **Some of your responsibilities will include:** * Supporting the implementation and development of initiatives to improve customer experience. * Analyzing customer service-related data and generating KPI reports. * Managing requests, complaints, and claims, ensuring timely and effective resolutions. * Proposing process improvements based on patterns and trends observed in customer interactions. * Tracking open tickets and resolving them according to SLAs with customers, adhering to the Company’s SGCS policies and standards. * Using technological tools established by the Company to manage and monitor customer interactions. * Participating in feedback meetings and training sessions focused on improving customer service standards. * Coordinating customer sessions when required, optimizing understanding of requests and response time. **What do we offer?** * Hybrid work model: 90% remote, with offices available if you prefer working on-site. * Development and training plan to boost your growth. * Prepaid medical insurance. * Education and internet allowances. * Availability bonus. * Flexible working hours. * Join a passionate, forward-looking team. **We’re ready to welcome your talent!** If you meet the requirements and want to contribute to the success of a leading technology solutions company, **apply now!** Apply Now We are Financial Systems Company A Latin American multinational headquartered in Colombia and a leader in collections automation. With over 30 years of experience, we stand out for delivering and developing innovative technology solutions for the Collections process. We know great technology starts with great talent and diverse thinking. Our business is built on continuous learning and innovation, teamwork, and passion for what we do. We strengthen our culture every day and seek talents who want to leave their mark on the world. View all \>
