Descripción del empleo:
**Responsabilidades**:
- Coordinar un grupo de Especialistas en Soporte de aplicaciones
- Manejar y coordinar los recursos para resolver los tickets más complejos recibidos a través de nuestro portal de incidentes
- Como Team Lead, deberá poder determinar y revisar la criticidad de los casos recibidos, así como priorizar la resolución de estos
- Deberá poder ayudar al equipo a proveer/encontrar las soluciones requeridas, así como, de ser necesario, recolectar todos los antecedentes para escalar el ticket a otra área.
- Deberá convertirse en un experto analista de soporte conociendo a profundidad todos nuestros Sistemas
- Buen manejo de clientes finales, para poder crear confianza con ellos, así como trazar planes de acción para avanzar en la resolución de los casos
- Ser capaz de presentar métricas a través de KPI tanto a clientes como de manera interna
- Deberá poder identificar áreas de mejoras continua internas para el equipo
- Administrar el volumen de incidentes eficientemente para minimizar tiempos de resolución
- Skills
- Excelentes skills comunicacionales tanto orales como escritos
- Experiência en manejo de grandes clientes
- Skills en el armado de informes y métricas, así como de KPI
- Buen manejo de Excel y PowerPoint pudiendo armar presentaciones de impacto
- Muy buen manejo oral y escrito de Ingles
- Experiência comprobable en la posición
- Conocimiento de Service Now (deseable)
- Autoaprendizaje, dinamismo, proactividad y estar fuertemente orientado a resultados
- Conocimientos de SQL Server y/u Oracle
- Why join Charles Taylor InsureTech?
- The Charles Taylor InsureTech team blends hands-on insurance expertise with fresh thinking from the worlds of technology consulting, financial services, ecommerce and beyond.
- As a newly established business which is part of Charles Taylor, we combine the agility of a start up with the security and scale of a corporate. The result is a pragmatic-yet-pioneering approach that we've used to help clients reimagine central market systems, launch self-service digital insurance products, automate regulatory reporting requirements and more.
- We are very proud of the fact that nine out of ten of our people recommend Charles Taylor as a place to work. We pride ourselves on having a positive work environment where our people are empowered to make the best decisions and where learning is valued highly and shared across our business.
- We are very committed to ensuring our people are given continuous learning and development. As well as structured induction programmes and job training, we provide study support for relevant professional qualifications and have a Core Learning & Development Curriculum.
- Charles Taylor is a fun and inclusive place to work where people are truly valued and encouraged to enjoy a host of social and sporting activities available. Quiz nights, tennis tournaments, football matches and a range of other events take place throughout the year
- Equal Opportunity Employer
- Our external partnerships and the dedicated work we do in promoting a transparent and fair recruitment and selection process all contribute to the successful, inclusive and diverse culture and environment which we are proud to be a part of at Charles Taylor.