96 Ofertas de Teleperformance en Repuplica Dominica
Customer Care Manager
Santiago, Santiago
Jostens
Publicado hace 10 días
Trabajo visto
Descripción Del Trabajo
JOB TITLE: Customer Care Manager
LOCATION: Santiago - on site
GENERAL DESCRIPTION OR PURPOSE OF THE JOB:
To provide leadership and management of a Center of Excellence team of customer care representatives dedicated to providing the highest level of support to customers, in order to ensure complete customer satisfaction and thus a continuing relationship with Jostens. Provides help and assists in all the activities related to the department.
Responsibility/Function
Plan and implement call center strategies and operations.
- Determine operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses
- Identify and evaluate state-of-the-art call center technologies
- Define user requirements
- Establish technical specifications and production, productivity quality, and customer service standards
- Contribute information and analysis to organizational strategic plans and reviews
Improve call center systems and operations.
- Provide direction on call center systems by developing customer interaction and voice response systems, user interfaces and dashboards, and user acceptance test plans
- Drive performance results by managing process improvements, team quality, and productivity standards and metrics. Monitor, evaluate, and analyze metrics, including quality assurance evaluations, metrics reports, and dashboards for the center and each team, relating to productivity and profitability to ensure operating requirements and corporate objectives are met. Direct all actions necessary to achieve service level and performance goals.
Efficiently manage call center operations
- Meet financial objectives by estimating requirements, preparing an annual budget, scheduling expenditures, analyzing variances, and taking corrective action as needed
- Support and enable rapid business growth,
- Prepare performance reports by collecting, analyzing, and summarizing data and trends
- Review and analyze business data to identify trends and recommend solutions to improve the performance of the customer operations team
- Manage center processes and procedures to drive operational excellence for all touch points in the customer experience including customer inquiries, problem resolution, securing price increases, selling new accounts, and retaining existing accounts for all lines of business.
Manage staff to enhance the customer experience.
- Proactively forecast and develop the staffing plan based on business needs utilizing historical business volume trends, promotional activities, and customer use patterns
- Define expectations for service teams regarding service level goals, individual and team performance goals, quality assurance targets, and productivity levels. Lead and motivate the team to meet those goals.
- Recruit, select, orient, train, assign, coach, counsel and discipline employees
- Administer scheduling systems
- Communicate job expectations
- Plan, monitor, appraise, and review job contributions
- Plan and review compensation actions
- Enforce policies and procedures
Maintain currency.
- Track emerging trends in call center operations management
- Attend educational workshops
- Review professional publications
- Establish personal networks
- Benchmark state-of-the-art practices
- Participate in a relevant professional organization
Required:
+ Relevant degree (Business, Engineering, etc.) or equivalent combination of education and experience
+ At least five (5) years of management experience in a high-volume, technically advanced 24/7/365 inbound customer care call center
+ A demonstrated and proven commitment to Customer Focus and Customer Service
+ Demonstrated high-level people skills, verbal communication, and coordination.
+ Demonstrated Change Management skills and experience.
+ Demonstrated prior success in process improvement, process management, problem-solving, creating and fostering a team environment, and people management.
+ Knowledge and understanding of the role and impact of social media in the Customer Care environment.
+ Ability to develop, support, and retain a high-performing team.
+ Demonstrated Project management and organization skills.
+ Ability to work individually or with groups to achieve individual, team, and company goals.
+ Demonstrated ability to improve processes leading to improved customer and/or team member experience.
+ Deep understanding of Call Center efficiency levels (e.g. Service Level, Occupancy)
+ Demonstrated decision-making skills.
+ Business acumen
Preferred:
+ Prior experience with organizational transformation from a reactive "servicing" to a proactive "selling" focus.
+ Working level or higher knowledge of MS Project
+ Experience with inside sales/outbound telemarketing
+ Master's degree in international business
LOCATION: Santiago - on site
GENERAL DESCRIPTION OR PURPOSE OF THE JOB:
To provide leadership and management of a Center of Excellence team of customer care representatives dedicated to providing the highest level of support to customers, in order to ensure complete customer satisfaction and thus a continuing relationship with Jostens. Provides help and assists in all the activities related to the department.
Responsibility/Function
Plan and implement call center strategies and operations.
- Determine operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses
- Identify and evaluate state-of-the-art call center technologies
- Define user requirements
- Establish technical specifications and production, productivity quality, and customer service standards
- Contribute information and analysis to organizational strategic plans and reviews
Improve call center systems and operations.
- Provide direction on call center systems by developing customer interaction and voice response systems, user interfaces and dashboards, and user acceptance test plans
- Drive performance results by managing process improvements, team quality, and productivity standards and metrics. Monitor, evaluate, and analyze metrics, including quality assurance evaluations, metrics reports, and dashboards for the center and each team, relating to productivity and profitability to ensure operating requirements and corporate objectives are met. Direct all actions necessary to achieve service level and performance goals.
Efficiently manage call center operations
- Meet financial objectives by estimating requirements, preparing an annual budget, scheduling expenditures, analyzing variances, and taking corrective action as needed
- Support and enable rapid business growth,
- Prepare performance reports by collecting, analyzing, and summarizing data and trends
- Review and analyze business data to identify trends and recommend solutions to improve the performance of the customer operations team
- Manage center processes and procedures to drive operational excellence for all touch points in the customer experience including customer inquiries, problem resolution, securing price increases, selling new accounts, and retaining existing accounts for all lines of business.
Manage staff to enhance the customer experience.
- Proactively forecast and develop the staffing plan based on business needs utilizing historical business volume trends, promotional activities, and customer use patterns
- Define expectations for service teams regarding service level goals, individual and team performance goals, quality assurance targets, and productivity levels. Lead and motivate the team to meet those goals.
- Recruit, select, orient, train, assign, coach, counsel and discipline employees
- Administer scheduling systems
- Communicate job expectations
- Plan, monitor, appraise, and review job contributions
- Plan and review compensation actions
- Enforce policies and procedures
Maintain currency.
- Track emerging trends in call center operations management
- Attend educational workshops
- Review professional publications
- Establish personal networks
- Benchmark state-of-the-art practices
- Participate in a relevant professional organization
Required:
+ Relevant degree (Business, Engineering, etc.) or equivalent combination of education and experience
+ At least five (5) years of management experience in a high-volume, technically advanced 24/7/365 inbound customer care call center
+ A demonstrated and proven commitment to Customer Focus and Customer Service
+ Demonstrated high-level people skills, verbal communication, and coordination.
+ Demonstrated Change Management skills and experience.
+ Demonstrated prior success in process improvement, process management, problem-solving, creating and fostering a team environment, and people management.
+ Knowledge and understanding of the role and impact of social media in the Customer Care environment.
+ Ability to develop, support, and retain a high-performing team.
+ Demonstrated Project management and organization skills.
+ Ability to work individually or with groups to achieve individual, team, and company goals.
+ Demonstrated ability to improve processes leading to improved customer and/or team member experience.
+ Deep understanding of Call Center efficiency levels (e.g. Service Level, Occupancy)
+ Demonstrated decision-making skills.
+ Business acumen
Preferred:
+ Prior experience with organizational transformation from a reactive "servicing" to a proactive "selling" focus.
+ Working level or higher knowledge of MS Project
+ Experience with inside sales/outbound telemarketing
+ Master's degree in international business
Lo sentimos, este trabajo no está disponible en su región
0
Bilingual Customer Care Specialist
$32000 - $40000 Y
UA Brands (Uniform Advantage Brands)
Hoy
Trabajo visto
Descripción Del Trabajo
About Ua/Uniform Advantage Brands
For over 40 years, UA Brands has been synonymous with fashion-forward specialty apparel for the medical and culinary professions. We are proud to support our valued customers - true heroes giving back with every shift. Our culture includes a long history of philanthropy and community support. Our strong values and unique culture are built on collaborating not merely as coworkers, but as family and friends. From the beginning, we provide candidates an authentic look into how UA Brands embraces their skills and perspectives, all in ways that continue to set us apart.
About The Role
The candidate must be flexible and should be willing to work the US working hours, Holidays, weekends, and occasional overtime when needed.
What You'll Do
- Answering incoming customer questions or concerns, researching any needed issues, and taking full ownership for responding to customers with resolutions for their issues within the time limit specified by company policy.
- Handling sensitive or confidential customer data in a professional, responsible manner.
- Providing quality service and support with billing, order placement and modification, refunds, system troubleshooting, or other service scenarios.
- Using good judgment in resolving service issues. You strive to maintain a smart balance between company policy and customer requests, so that customers feel valued and satisfied, without unreasonable sacrifice by the company.
- Completing any special project assignments and assisting other departments during lower customer contact periods.
Required Skills
- Exceptional active listening, verbal, and written skills (English and Spanish)
- You work well with different or strong personalities.
- Organized and detail-oriented, with good time management skills.
- Strong decision-making and analytical abilities.
- Proven work ethic and team player mentality.
- Strong command of the English and Spanish languages, both verbally and in writing, is a must.
Required Experience
- Strong exposure to international phone calls, preferably US Process.
- Minimum 2 years of Call Center phone support experience supporting a US Retailer and or E-Commerce platform.
- 40 WPM typing speed minimum.
- C2 Level proficiency in English.
- Experience working in a remote setting.
- Candidates possessing exposure to US Retail and or E-Commerce phone call Process will be given the highest preference.
WHERE YOU'LL WORK
REMOTE
– Work from Home
Have workplace flexibility - you'll work exclusively from the comfort of your home in the Dominican Republic
Plenty Of Benefits Too
UA BRANDS offers a full range of benefits that address both your health and financial needs.
- Statutory benefits.
- Referral Program - Get paid to work with Friends
- Regular Recognition, Social Activities, and Events – Mandatory Fun
UA IS AN EQUAL OPPORTUNITY EMPLOYER
As an employee of any UA Brands division, you will be part of an established and dynamic organization. We believe that success starts from within, and we are seeking individuals who thrive in an environment that encourages and supports self-management. To provide equal employment and advancement opportunities to all individuals, employment decisions at UA Brands will be based on merit, qualifications, and abilities. UA Brands does not discriminate in employment opportunities or practices based on race, color, religion, sex, national origin, age, disability, or any other characteristic protected by law. UA Brands will make reasonable accommodations for qualified individuals with known disabilities unless doing so would result in undue hardship.
Lo sentimos, este trabajo no está disponible en su región
1
Customer Care Manager - Santiago
Santiago de Los Caballeros, Santiago
SPI by Jostens
Publicado hace 7 días
Trabajo visto
Descripción Del Trabajo
JOB TITLE: Customer Care Manager
LOCATION: Santiago - on site
GENERAL DESCRIPTION OR PURPOSE OF THE JOB:
To provide leadership and management of a Center of Excellence team of customer care representatives dedicated to providing the highest level of support to customers, in order to ensure complete customer satisfaction and thus a continuing relationship with Jostens. Provides help and assists in all the activities related to the department.
Responsibility/Function
Plan and implement call center strategies and operations.
• Determine operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses
• Identify and evaluate state-of-the-art call center technologies
• Define user requirements
• Establish technical specifications and production, productivity quality, and customer service standards
• Contribute information and analysis to organizational strategic plans and reviews
Improve call center systems and operations.
• Provide direction on call center systems by developing customer interaction and voice response systems, user interfaces and dashboards, and user acceptance test plans
• Drive performance results by managing process improvements, team quality, and productivity standards and metrics. Monitor, evaluate, and analyze metrics, including quality assurance evaluations, metrics reports, and dashboards for the center and each team, relating to productivity and profitability to ensure operating requirements and corporate objectives are met. Direct all actions necessary to achieve service level and performance goals.
Efficiently manage call center operations
• Meet financial objectives by estimating requirements, preparing an annual budget, scheduling expenditures, analyzing variances, and taking corrective action as needed
• Support and enable rapid business growth,
• Prepare performance reports by collecting, analyzing, and summarizing data and trends
• Review and analyze business data to identify trends and recommend solutions to improve the performance of the customer operations team
• Manage center processes and procedures to drive operational excellence for all touch points in the customer experience including customer inquiries, problem resolution, securing price increases, selling new accounts, and retaining existing accounts for all lines of business.
Manage staff to enhance the customer experience.
• Proactively forecast and develop the staffing plan based on business needs utilizing historical business volume trends, promotional activities, and customer use patterns
• Define expectations for service teams regarding service level goals, individual and team performance goals, quality assurance targets, and productivity levels. Lead and motivate the team to meet those goals.
• Recruit, select, orient, train, assign, coach, counsel and discipline employees
• Administer scheduling systems
• Communicate job expectations
• Plan, monitor, appraise, and review job contributions
• Plan and review compensation actions
• Enforce policies and procedures
Maintain currency.
• Track emerging trends in call center operations management
• Attend educational workshops
• Review professional publications
• Establish personal networks
• Benchmark state-of-the-art practices
• Participate in a relevant professional organization
LOCATION: Santiago - on site
GENERAL DESCRIPTION OR PURPOSE OF THE JOB:
To provide leadership and management of a Center of Excellence team of customer care representatives dedicated to providing the highest level of support to customers, in order to ensure complete customer satisfaction and thus a continuing relationship with Jostens. Provides help and assists in all the activities related to the department.
Responsibility/Function
Plan and implement call center strategies and operations.
• Determine operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses
• Identify and evaluate state-of-the-art call center technologies
• Define user requirements
• Establish technical specifications and production, productivity quality, and customer service standards
• Contribute information and analysis to organizational strategic plans and reviews
Improve call center systems and operations.
• Provide direction on call center systems by developing customer interaction and voice response systems, user interfaces and dashboards, and user acceptance test plans
• Drive performance results by managing process improvements, team quality, and productivity standards and metrics. Monitor, evaluate, and analyze metrics, including quality assurance evaluations, metrics reports, and dashboards for the center and each team, relating to productivity and profitability to ensure operating requirements and corporate objectives are met. Direct all actions necessary to achieve service level and performance goals.
Efficiently manage call center operations
• Meet financial objectives by estimating requirements, preparing an annual budget, scheduling expenditures, analyzing variances, and taking corrective action as needed
• Support and enable rapid business growth,
• Prepare performance reports by collecting, analyzing, and summarizing data and trends
• Review and analyze business data to identify trends and recommend solutions to improve the performance of the customer operations team
• Manage center processes and procedures to drive operational excellence for all touch points in the customer experience including customer inquiries, problem resolution, securing price increases, selling new accounts, and retaining existing accounts for all lines of business.
Manage staff to enhance the customer experience.
• Proactively forecast and develop the staffing plan based on business needs utilizing historical business volume trends, promotional activities, and customer use patterns
• Define expectations for service teams regarding service level goals, individual and team performance goals, quality assurance targets, and productivity levels. Lead and motivate the team to meet those goals.
• Recruit, select, orient, train, assign, coach, counsel and discipline employees
• Administer scheduling systems
• Communicate job expectations
• Plan, monitor, appraise, and review job contributions
• Plan and review compensation actions
• Enforce policies and procedures
Maintain currency.
• Track emerging trends in call center operations management
• Attend educational workshops
• Review professional publications
• Establish personal networks
• Benchmark state-of-the-art practices
• Participate in a relevant professional organization
Lo sentimos, este trabajo no está disponible en su región
2
CD226: Customer Care Solutions Representative
Santo Domingo
$20000 - $25000 Y
FedEx
Hoy
Trabajo visto
Descripción Del Trabajo
Customer Support;Complaint Handling;Issue Resolution;Case Management;Service Recovery;Traces;Invoice Correction;Payment Issues;Business Onboarding;Account Creation;Pro-active Prevention;Claims Handling;BDG Lead Generation
Involves online and telephone contact with external/internal customers within functional area and completing any related administration.
Interpersonal Skills;Written & Verbal Communication Skills;Team Working Skills;Microsoft Office & PC Skills;Problem Solving Skills
Language: Proficiency in English;Knowledge of Foreign Language (Other than English)
Experience
Some (1-3 years)
FedEx is widely acknowledged as a world-class company. We are honored and proud to be consistently recognized as a great place to work, a technology innovator and one of the world's most admired and respected companies.
FedEx is consistently named among the World's most valuable and admired brands. Some of our recent awards include:
- 2020 Fortune's World Most Admired Companies (14th)
- 2019 Fortune's Best Places to Work (15th)
- 2019 Forbes's One of the "Best Employers for Diversity"
- 2020 FedEx LAC included in the GPTW's Best Workplaces in Latin America Ranking (24th)
- 2021 FedEx Mexico was included in the GPTW Ranking for 18th consecutive years
- 2020 FedEx Mexico received the CEMEFI Certification for 13th consecutive years endorsing FedEx as a company socially responsible
- 2021 FedEx Chile was re-certified with Giro Limpio, a seal from the Agency of Sustainable Energy that seeks to improve the energy efficiency of the ground transportation sector, by reducing fuel consumption and greenhouse gas emissions.
- 2019 FedEx Uruguay selected by GPTW among the 5 best companies to work for.
Lo sentimos, este trabajo no está disponible en su región
3
Tier 2 Customer Care Agent
$18000 - $30000 Y
Fubo
Hoy
Trabajo visto
Descripción Del Trabajo
About Fubo:
FuboTV Inc. (NYSE: FUBO) aims to transcend the industry's current TV model by building the world's leading sports-first live TV streaming platform with the greatest breadth of premium content and interactivity around the globe.
With an international presence in the U.S., Canada, France and Spain, Fubo also has a vibrant technology center in Bangalore, India that is developing strategic features to enable a robust global platform.
We're a dynamic, fast-paced, rapidly evolving company Which means we need your help taking us to the next level.
Fubo is committed to excellence through diversity, which involves attracting talented people from diverse backgrounds and traditions. We encourage everyone to apply.
About the role:
- This role is a remote contractor position in the Dominican Republic*
Fubo is currently seeking a bi-lingual (Spanish and English) Customer Care representative to deliver world-class support and build customer satisfaction and loyalty by handling all inquiries regarding Fubo's service and customer subscriptions over the phone and online (via email and social media). We need a resourceful and attentive individual who can best use all their tools and technologies to help resolve customer service issues. The ideal candidate will be expected to complete ongoing training to stay abreast of product, service, policy changes, and technical issues relevant to our users.
The candidate will also provide effective and timely resolution of a range of customer inquiries from billing, technical, and social media and should strive for a one-call resolution of customer issues.
Education and Technical Requirements:
- High school diploma or GED equivalent
- Ability to speak, read, and write professionally in both English and Spanish
- Experience handling advanced customer care contact contacts escalation from Tier 1 agents
- Experience with social media platforms, managing posts, and engagement.
- Excellent interpersonal skills
- Ability to identify and meet customer's needs and requirements
- Exceptional phone and customer service skills
- Punctual, regular, and consistent attendance is required
Knowledge, Skills, and Abilities:
- Excellent telephone etiquette, verbal, and written communication skills
- Must be self-motivated with a demonstrated ability to work independently in a fast-paced environment
- Ability to establish and maintain effective relationships with customers
- Strong team and interpersonal relationship skills conducive to team development
- Ability to work independently, make judgment decisions, and demonstrate consistent follow-through
- Very strong written and verbal communication skills are required
- Exercises good judgment in decision-making to routinely deliver exceptional customer support at all times
Other Requirements:
- Must provide up to date computer/laptop (No Chromebook), and Reliable internet connection
- Must be available for the weekend (Saturday & Sunday) hours
- All Call Center representatives work on a shift basis, and as such will be required to periodically rotate shifts and regular days off
- All customer care representatives must be willing to work all shifts, overtime, holidays, and emergency shifts as required
Lo sentimos, este trabajo no está disponible en su región
4
soporte help desk
Santo Domingo
$900000 - $1200000 Y
Distribuidora Corripio
Hoy
Trabajo visto
Descripción Del Trabajo
Propósito del Puesto
Brindar soporte técnico de primer nivel a los usuarios internos, atendiendo incidencias, solicitudes y requerimientos relacionados con hardware, software y sistemas, asegurando la continuidad operativa y la satisfacción del cliente interno.
Funciones y Responsabilidades Principales
- Recibir, registrar y dar seguimiento a incidentes y solicitudes a través de la herramienta de gestión de tickets.
- Brindar soporte técnico remoto o presencial en la resolución de problemas de hardware, software, correo electrónico, impresoras y equipos de red.
- Escalar los casos que requieran atención especializada al segundo o tercer nivel de soporte.
- Instalar, configurar y actualizar equipos y aplicaciones según los lineamientos del área de TI.
- Documentar las soluciones aplicadas para mantener una base de conocimiento actualizada.
- Mantener una comunicación clara y constante con los usuarios sobre el estado de sus requerimientos.
- Velar por el cumplimiento de los tiempos de respuesta establecidos en los acuerdos de servicio (SLA).
Requisitos
Formación Académica: Técnico o estudiante universitario en Ingeniería en Sistemas, Informática o carreras afines.
Experiencia: 1 año en puestos similares (soporte técnico, mesa de ayuda o servicio al cliente en TI).
Conocimientos Técnicos
- Sistemas operativos Windows y/o Linux.
- Paquete Office 365 o similares.
- Redes básicas (TCP/IP, impresoras en red).
- Herramientas de tickets (Zendesk, ServiceNow, JIRA o equivalentes).
Competencias Personales
- Orientación al cliente.
- Comunicación efectiva.
- Capacidad de análisis y solución de problemas.
- Organización y trabajo en equipo.
RECUERDA QUE AL DAR CLIC EN
POSTULARME
DEBERÁS COMPLETAR TUS EVALUACIONES EN TU PÁGINA DE CANDIDATO.
Lo sentimos, este trabajo no está disponible en su región
5
Help Desk Analyst
Santiago, Santiago
Jostens
Publicado hace 10 días
Trabajo visto
Descripción Del Trabajo
JOB TITLE: HELP DESK ANALYST
MODALITY: On-site
SCHEDULE: 09:00 AM - 06:00 PM
LOCATION: Santiago, DR
GENERAL DESCRIPTION OR PURPOSE OF THE JOB:
Under general supervision, this role is primarily responsible for ensuring the process to manage incidents and requests to support users by providing appropriate equipment and access to systems and data in a timely manner. Provides help and assist in all the activities related to the department and serve as second line of support as a system specialist to take care of escalated customer inquiries and Tier II incident management.
RESPONSIBILITIES / ESSENTIAL FUNCTIONS:
Item
Responsibility/Function
%Time
1
+ Provide first and second tier support to PC users on multiple hardware platforms and operating systems
+ Provide first and second tier support to PC users for assistance with standard approved software applications
+ Take escalations from tier I support and perform call backs and follow ups to ensure user's issues have been resolved or assigned to the proper team
+ Collaborate with IT/Business staff to ensure smooth and reliable operation of systems for fulfilling business objectives and processes
+ Process hardware and software requests for new user setup and upgrades
+ Provide assistance to mobile device users
+ Troubleshoot problems to resolution or escalate to Supervisor, Tier 3 support or other departments when necessary
+ Use various automated tools and support systems, including incident and problem management, asset management, knowledgebase, diagnostic and remote-control systems, and phone call system
+ Incident trend recognition
+ Provide appropriate access to systems and data, setup of requested processing and retention of historical information
+ Create and maintain documentation as it relates to system configuration, mapping, processes, and service records
+ Demonstrate ownership and urgency for problem resolution by retaining ownership of problems, by tracking and updating the progress of the problem ticket, by ensuring results meet Service Level and by consulting with vendors and other Jostens IT staff for problem solutions
+ Identify trends and potential problem sources by reviewing Incident records. Produce reports to monitor problem trends and contribute to continuous process improvement
Create accurate detailed documentation within incident and request tracking system, including accurate and complete documentation of phone calls
70%
2
+ Maintain and work within the necessary controls and procedures to ensure support service levels are achieved, to protect business systems and data, and to provide functional expertise on security, integrity, and privacy of this data.
+ Actively participate on the team within IT Security to assist in establishing security policies and procedures
10%
3
+ Interact with all levels of IS support teams to notify them of identified technical and operational details concerning the core problem
10%
4
+ Maintain awareness and training to keep abreast of new software and hardware product developments and customer service skills
+ Participate in the quality improvement process
+ Participate in maintaining Help Desk knowledgebase.
5%
5
+ Assume additional related responsibilities as assigned
5%
Required:
+ Associates Degree or Technical College degree or equivalent experience
+ 0-2 years of experience in systems administration
+ 2 years of related PC/network experience
+ Good software troubleshooting experience
+ Experience with core operating systems and applications
+ Exposure to ITIL Service Management
+ Ability to de-escalate heated users by providing exceptional customer service and solve problems.
+ Working knowledge and understanding of personal computer components and their respective interface requirements, including Windows OS (various versions), MS Office, and Outlook
+ Knowledge of and adherence to documented procedures
+ Experience and understanding of the IS environment
+ Excellent interpersonal skills to effectively communicate with the end user and handle conflict resolution to a win-win conclusion with high attention to detail and adaptability
+ Ability to resolve routine to mid-level complex problems immediately, while recognizing more complex problems and referring to the appropriate next level of support
+ Ability to work independently as well as a member of a team, and work with confidential material and information
+ May be required to commute to various locations with short notice
+ Scheduled on-call (24/7 coverage during the week on-call)
Preferred:
+ Working knowledge of mobile devices
+ Working knowledge of Mainframe and Oracle
+ Working knowledge of Microsoft products and services
MODALITY: On-site
SCHEDULE: 09:00 AM - 06:00 PM
LOCATION: Santiago, DR
GENERAL DESCRIPTION OR PURPOSE OF THE JOB:
Under general supervision, this role is primarily responsible for ensuring the process to manage incidents and requests to support users by providing appropriate equipment and access to systems and data in a timely manner. Provides help and assist in all the activities related to the department and serve as second line of support as a system specialist to take care of escalated customer inquiries and Tier II incident management.
RESPONSIBILITIES / ESSENTIAL FUNCTIONS:
Item
Responsibility/Function
%Time
1
+ Provide first and second tier support to PC users on multiple hardware platforms and operating systems
+ Provide first and second tier support to PC users for assistance with standard approved software applications
+ Take escalations from tier I support and perform call backs and follow ups to ensure user's issues have been resolved or assigned to the proper team
+ Collaborate with IT/Business staff to ensure smooth and reliable operation of systems for fulfilling business objectives and processes
+ Process hardware and software requests for new user setup and upgrades
+ Provide assistance to mobile device users
+ Troubleshoot problems to resolution or escalate to Supervisor, Tier 3 support or other departments when necessary
+ Use various automated tools and support systems, including incident and problem management, asset management, knowledgebase, diagnostic and remote-control systems, and phone call system
+ Incident trend recognition
+ Provide appropriate access to systems and data, setup of requested processing and retention of historical information
+ Create and maintain documentation as it relates to system configuration, mapping, processes, and service records
+ Demonstrate ownership and urgency for problem resolution by retaining ownership of problems, by tracking and updating the progress of the problem ticket, by ensuring results meet Service Level and by consulting with vendors and other Jostens IT staff for problem solutions
+ Identify trends and potential problem sources by reviewing Incident records. Produce reports to monitor problem trends and contribute to continuous process improvement
Create accurate detailed documentation within incident and request tracking system, including accurate and complete documentation of phone calls
70%
2
+ Maintain and work within the necessary controls and procedures to ensure support service levels are achieved, to protect business systems and data, and to provide functional expertise on security, integrity, and privacy of this data.
+ Actively participate on the team within IT Security to assist in establishing security policies and procedures
10%
3
+ Interact with all levels of IS support teams to notify them of identified technical and operational details concerning the core problem
10%
4
+ Maintain awareness and training to keep abreast of new software and hardware product developments and customer service skills
+ Participate in the quality improvement process
+ Participate in maintaining Help Desk knowledgebase.
5%
5
+ Assume additional related responsibilities as assigned
5%
Required:
+ Associates Degree or Technical College degree or equivalent experience
+ 0-2 years of experience in systems administration
+ 2 years of related PC/network experience
+ Good software troubleshooting experience
+ Experience with core operating systems and applications
+ Exposure to ITIL Service Management
+ Ability to de-escalate heated users by providing exceptional customer service and solve problems.
+ Working knowledge and understanding of personal computer components and their respective interface requirements, including Windows OS (various versions), MS Office, and Outlook
+ Knowledge of and adherence to documented procedures
+ Experience and understanding of the IS environment
+ Excellent interpersonal skills to effectively communicate with the end user and handle conflict resolution to a win-win conclusion with high attention to detail and adaptability
+ Ability to resolve routine to mid-level complex problems immediately, while recognizing more complex problems and referring to the appropriate next level of support
+ Ability to work independently as well as a member of a team, and work with confidential material and information
+ May be required to commute to various locations with short notice
+ Scheduled on-call (24/7 coverage during the week on-call)
Preferred:
+ Working knowledge of mobile devices
+ Working knowledge of Mainframe and Oracle
+ Working knowledge of Microsoft products and services
Lo sentimos, este trabajo no está disponible en su región
Sé el primero en saberlo
Acerca de lo último Teleperformance Empleos en Repuplica Dominica !
6
Help Desk Technician L1
Santiago, Santiago
$60000 - $65000 Y
Net Tech International SRL
Hoy
Trabajo visto
Descripción Del Trabajo
Overview:
We are seeking a motivated and service-oriented
Bilingual Help Desk Engineer
to join our expanding team and serve as the first point of contact for US-based clients. This role is ideal for someone who enjoys solving technical problems, supporting end-users remotely, and thriving in a dynamic, fast-paced environment where no two days are the same.
Key Responsibilities:
- Serve as the initial contact for clients requiring technical assistance via phone or remote support.
- Diagnose, troubleshoot, and resolve issues related to desktops, software, peripherals, and basic networking.
- Install, configure, and maintain systems, including Windows desktop and server OS, Microsoft Office/Office 365, printers, monitors, routers, switches, wireless access points, and firewalls.
- Keep detailed records of all support actions in ticketing systems, including notes, timesheets, and internal procedures.
- Collaborate with internal teams and external vendors to ensure efficient resolution of client requests and optimal system performance.
Required Skills and Experience:
- At least 2 years of IT support experience, ideally in a Managed Service Provider (MSP) setting.
- Hands-on experience with Windows OS, Office 365/Microsoft Office, antivirus and anti-spam tools, VPNs, Active Directory, and backup solutions.
- Familiarity with network printer setups and basic networking concepts.
- Experience with ticketing systems; knowledge of ConnectWise is a plus.
- Strong written and verbal English communication skills.
- Ability to explain technical concepts to non-technical users clearly and patiently.
- Proactive, collaborative, and eager to grow within the IT field.
Desired Attributes:
- Customer-focused attitude and genuine interest in helping others.
- Strong troubleshooting, critical thinking, and organizational skills.
- Adaptable, dependable, and motivated to stay up-to-date with new technologies.
- Team player ready to contribute in a collaborative environment.
Benefits:
- Salary range: RD$60,000 – RD$65,000
- Legal benefits in accordance with Dominican labor law
- Private medical insurance
- 13th-month salary
- Company-provided equipment
- Supportive, team-oriented culture
- Professional development opportunities, training, and mentorship
Lo sentimos, este trabajo no está disponible en su región
7
Help Desk Analyst - Bilingüe
Santiago de Los Caballeros, Santiago
SEWN PRODUCTS INC
Publicado hace 12 días
Trabajo visto
Descripción Del Trabajo
DESCRIPCIÓN GENERAL O PROPÓSITO DEL PUESTO:
Bajo supervisión general, esta posición es responsable de garantizar el proceso de gestión de incidentes y solicitudes para brindar soporte a los usuarios, proporcionando el equipo y el acceso a sistemas y datos de manera oportuna. Ofrece apoyo en todas las actividades relacionadas con el departamento y sirve como segunda línea de soporte especializado en sistemas para atender consultas escaladas de clientes y la gestión de incidentes de nivel II.
RESPONSABILIDADES / FUNCIONES ESENCIALES:
• Brindar soporte de primer y segundo nivel a los usuarios de PC en múltiples plataformas de hardware y sistemas operativos.
• ar soporte de primer y segundo nivel en el uso de aplicaciones estándar aprobadas.
• At nder escalaciones del soporte de primer nivel, realizar seguimientos y confirmar que los problemas de los usuarios se resuelvan o se asignen al equipo correspondiente.
• C laborar con el personal de IT/Negocio para asegurar el funcionamiento estable y confiable de los sistemas que cumplen con los objetivos y procesos del negocio.
• P ocesar solicitudes de hardware y software para nuevas configuraciones de usuarios o actualizaciones.
• B indar asistencia a usuarios de dispositivos móviles.
• Re olver problemas o escalar al Supervisor, soporte de nivel 3 u otros departamentos cuando sea necesario.
• U ilizar herramientas automatizadas y sistemas de soporte, incluyendo gestión de incidentes y problemas, gestión de activos, base de conocimientos, diagnósticos, control remoto y sistema de llamadas.
• Reco ocer tendencias de incidentes.
• P oporcionar accesos adecuados a sistemas y datos, configuración solicitada de procesos y retención de información histórica.
• Crear y mantener documentación relacionada con la configuración del sistema, procesos y registros de servicio.
• Dem strar sentido de responsabilidad y urgencia en la resolución de problemas, asegurando el cumplimiento de los niveles de servicio y consultando con proveedores o personal de IT para obtener soluciones.
• Id ntificar tendencias y posibles fuentes de problemas revisando registros de incidentes y elaborar reportes para la mejora continua.
• G nerar documentación detallada y precisa en el sistema de seguimiento de incidentes y solicitudes, incluyendo registro completo de llamadas telefónicas.
• Man ener y trabajar dentro de los controles y procedimientos necesarios para asegurar los niveles de servicio, proteger los sistemas y datos del negocio, y proporcionar conocimientos sobre seguridad, integridad y privacidad de la información.
• Pa ticipar activamente con el equipo de Seguridad de IT en la definición de políticas y procedimientos de seguridad.
• Int ractuar con todos los niveles de los equipos de soporte de IS para informar detalles técnicos y operativos relacionados con problemas centrales.
• Ma tenerse actualizado en el uso de nuevos productos de software y hardware, así como en habilidades de servicio al cliente.
• Pa ticipar en procesos de mejora de la calidad.
• C ntribuir al mantenimiento de la base de conocimientos de la Mesa de Ayuda.
• A umir otras responsabilidades relacionadas que le sean asignadas.
REQUISITOS:
• I geniero en Sistema Grado o Técnico, o experiencia equivalente.
• De 0 a 2 años de experiencia en administración de sistemas.
• 2 a os de experiencia relacionada con PC/redes.
• B en manejo en la resolución de problemas de software.
• Ex eriencia con sistemas operativos y aplicaciones principales.
• C nocimiento de ITIL Service Management.
• C pacidad para manejar usuarios molestos mediante un servicio al cliente excepcional y resolver problemas de manera efectiva.
• C nocimientos de componentes de PC y sus requerimientos de interfaz, incluyendo Windows OS (varias versiones), MS Office y Outlook.
• C nocimiento y cumplimiento de procedimientos documentados.
• E periencia y comprensión del entorno de sistemas de información (IS).
• Exc lentes habilidades interpersonales para comunicarse con los usuarios, manejar conflictos y llegar a soluciones ganar-ganar, con atención al detalle y adaptabilidad.
• Ca acidad para resolver problemas rutinarios o de mediana complejidad de inmediato, reconociendo los de mayor complejidad y escalándolos al nivel correspondiente.
• Ha ilidad para trabajar de manera independiente y en equipo, con material e información confidencial.
• Di ponibilidad para trasladarse a diferentes ubicaciones con poco tiempo de aviso.
• D sponibilidad para guardias programadas (cobertura 24/7 en semanas asignadas).
DESEABLE:
• C nocimientos en dispositivos móviles.
• Co ocimientos en Mainframe y Oracle.
• C nocimientos en productos y servicios de Microsoft.
Bajo supervisión general, esta posición es responsable de garantizar el proceso de gestión de incidentes y solicitudes para brindar soporte a los usuarios, proporcionando el equipo y el acceso a sistemas y datos de manera oportuna. Ofrece apoyo en todas las actividades relacionadas con el departamento y sirve como segunda línea de soporte especializado en sistemas para atender consultas escaladas de clientes y la gestión de incidentes de nivel II.
RESPONSABILIDADES / FUNCIONES ESENCIALES:
• Brindar soporte de primer y segundo nivel a los usuarios de PC en múltiples plataformas de hardware y sistemas operativos.
• ar soporte de primer y segundo nivel en el uso de aplicaciones estándar aprobadas.
• At nder escalaciones del soporte de primer nivel, realizar seguimientos y confirmar que los problemas de los usuarios se resuelvan o se asignen al equipo correspondiente.
• C laborar con el personal de IT/Negocio para asegurar el funcionamiento estable y confiable de los sistemas que cumplen con los objetivos y procesos del negocio.
• P ocesar solicitudes de hardware y software para nuevas configuraciones de usuarios o actualizaciones.
• B indar asistencia a usuarios de dispositivos móviles.
• Re olver problemas o escalar al Supervisor, soporte de nivel 3 u otros departamentos cuando sea necesario.
• U ilizar herramientas automatizadas y sistemas de soporte, incluyendo gestión de incidentes y problemas, gestión de activos, base de conocimientos, diagnósticos, control remoto y sistema de llamadas.
• Reco ocer tendencias de incidentes.
• P oporcionar accesos adecuados a sistemas y datos, configuración solicitada de procesos y retención de información histórica.
• Crear y mantener documentación relacionada con la configuración del sistema, procesos y registros de servicio.
• Dem strar sentido de responsabilidad y urgencia en la resolución de problemas, asegurando el cumplimiento de los niveles de servicio y consultando con proveedores o personal de IT para obtener soluciones.
• Id ntificar tendencias y posibles fuentes de problemas revisando registros de incidentes y elaborar reportes para la mejora continua.
• G nerar documentación detallada y precisa en el sistema de seguimiento de incidentes y solicitudes, incluyendo registro completo de llamadas telefónicas.
• Man ener y trabajar dentro de los controles y procedimientos necesarios para asegurar los niveles de servicio, proteger los sistemas y datos del negocio, y proporcionar conocimientos sobre seguridad, integridad y privacidad de la información.
• Pa ticipar activamente con el equipo de Seguridad de IT en la definición de políticas y procedimientos de seguridad.
• Int ractuar con todos los niveles de los equipos de soporte de IS para informar detalles técnicos y operativos relacionados con problemas centrales.
• Ma tenerse actualizado en el uso de nuevos productos de software y hardware, así como en habilidades de servicio al cliente.
• Pa ticipar en procesos de mejora de la calidad.
• C ntribuir al mantenimiento de la base de conocimientos de la Mesa de Ayuda.
• A umir otras responsabilidades relacionadas que le sean asignadas.
REQUISITOS:
• I geniero en Sistema Grado o Técnico, o experiencia equivalente.
• De 0 a 2 años de experiencia en administración de sistemas.
• 2 a os de experiencia relacionada con PC/redes.
• B en manejo en la resolución de problemas de software.
• Ex eriencia con sistemas operativos y aplicaciones principales.
• C nocimiento de ITIL Service Management.
• C pacidad para manejar usuarios molestos mediante un servicio al cliente excepcional y resolver problemas de manera efectiva.
• C nocimientos de componentes de PC y sus requerimientos de interfaz, incluyendo Windows OS (varias versiones), MS Office y Outlook.
• C nocimiento y cumplimiento de procedimientos documentados.
• E periencia y comprensión del entorno de sistemas de información (IS).
• Exc lentes habilidades interpersonales para comunicarse con los usuarios, manejar conflictos y llegar a soluciones ganar-ganar, con atención al detalle y adaptabilidad.
• Ca acidad para resolver problemas rutinarios o de mediana complejidad de inmediato, reconociendo los de mayor complejidad y escalándolos al nivel correspondiente.
• Ha ilidad para trabajar de manera independiente y en equipo, con material e información confidencial.
• Di ponibilidad para trasladarse a diferentes ubicaciones con poco tiempo de aviso.
• D sponibilidad para guardias programadas (cobertura 24/7 en semanas asignadas).
DESEABLE:
• C nocimientos en dispositivos móviles.
• Co ocimientos en Mainframe y Oracle.
• C nocimientos en productos y servicios de Microsoft.
Lo sentimos, este trabajo no está disponible en su región
8
Help Desk Analyst En Inglés - Presencial en Santiago
Santiago de Los Caballeros, Santiago
SPI by Jostens
Publicado hace 25 días
Trabajo visto
Descripción Del Trabajo
DESCRIPCIÓN GENERAL O PROPÓSITO DEL PUESTO:
Bajo supervisión general, esta posición es responsable de garantizar el proceso de gestión de incidentes y solicitudes para brindar soporte a los usuarios, proporcionando el equipo y el acceso a sistemas y datos de manera oportuna. Ofrece apoyo en todas las actividades relacionadas con el departamento y sirve como segunda línea de soporte especializado en sistemas para atender consultas escaladas de clientes y la gestión de incidentes de nivel II.
RESPONSABILIDADES / FUNCIONES ESENCIALES:
• Brindar soporte de primer y segundo nivel a los usuarios de PC en múltiples plataformas de hardware y sistemas operativos.
• Dar soporte de primer y segundo nivel en el uso de aplicaciones estándar aprobadas.
• Atender escalaciones del soporte de primer nivel, realizar seguimientos y confirmar que los problemas de los usuarios se resuelvan o se asignen al equipo correspondiente.
• Colaborar con el personal de IT/Negocio para asegurar el funcionamiento estable y confiable de los sistemas que cumplen con los objetivos y procesos del negocio.
• Procesar solicitudes de hardware y software para nuevas configuraciones de usuarios o actualizaciones.
• Brindar asistencia a usuarios de dispositivos móviles.
• Resolver problemas o escalar al Supervisor, soporte de nivel 3 u otros departamentos cuando sea necesario.
• Utilizar herramientas automatizadas y sistemas de soporte, incluyendo gestión de incidentes y problemas, gestión de activos, base de conocimientos, diagnósticos, control remoto y sistema de llamadas.
• Reconocer tendencias de incidentes.
• Proporcionar accesos adecuados a sistemas y datos, configuración solicitada de procesos y retención de información histórica.
• Crear y mantener documentación relacionada con la configuración del sistema, procesos y registros de servicio.
• Demostrar sentido de responsabilidad y urgencia en la resolución de problemas, asegurando el cumplimiento de los niveles de servicio y consultando con proveedores o personal de IT para obtener soluciones.
• Identificar tendencias y posibles fuentes de problemas revisando registros de incidentes y elaborar reportes para la mejora continua.
• Generar documentación detallada y precisa en el sistema de seguimiento de incidentes y solicitudes, incluyendo registro completo de llamadas telefónicas.
• Mantener y trabajar dentro de los controles y procedimientos necesarios para asegurar los niveles de servicio, proteger los sistemas y datos del negocio, y proporcionar conocimientos sobre seguridad, integridad y privacidad de la información.
• Participar activamente con el equipo de Seguridad de IT en la definición de políticas y procedimientos de seguridad.
• Interactuar con todos los niveles de los equipos de soporte de IS para informar detalles técnicos y operativos relacionados con problemas centrales.
• Mantenerse actualizado en el uso de nuevos productos de software y hardware, así como en habilidades de servicio al cliente.
• Participar en procesos de mejora de la calidad.
• Contribuir al mantenimiento de la base de conocimientos de la Mesa de Ayuda.
• Asumir otras responsabilidades relacionadas que le sean asignadas.
REQUISITOS:
• Ingeniero en Sistema Grado o Técnico, o experiencia equivalente.
• De 0 a 2 años de experiencia en administración de sistemas.
• 2 años de experiencia relacionada con PC/redes.
• Buen manejo en la resolución de problemas de software.
• Experiencia con sistemas operativos y aplicaciones principales.
• Conocimiento de ITIL Service Management.
• Capacidad para manejar usuarios molestos mediante un servicio al cliente excepcional y resolver problemas de manera efectiva.
• Conocimientos de componentes de PC y sus requerimientos de interfaz, incluyendo Windows OS (varias versiones), MS Office y Outlook.
• Conocimiento y cumplimiento de procedimientos documentados.
• Experiencia y comprensión del entorno de sistemas de información (IS).
• Excelentes habilidades interpersonales para comunicarse con los usuarios, manejar conflictos y llegar a soluciones ganar-ganar, con atención al detalle y adaptabilidad.
• Capacidad para resolver problemas rutinarios o de mediana complejidad de inmediato, reconociendo los de mayor complejidad y escalándolos al nivel correspondiente.
• Habilidad para trabajar de manera independiente y en equipo, con material e información confidencial.
• Disponibilidad para trasladarse a diferentes ubicaciones con poco tiempo de aviso.
• Disponibilidad para guardias programadas (cobertura 24/7 en semanas asignadas).
DESEABLE:
• Conocimientos en dispositivos móviles.
• Conocimientos en Mainframe y Oracle.
• Conocimientos en productos y servicios de Microsoft.
Bajo supervisión general, esta posición es responsable de garantizar el proceso de gestión de incidentes y solicitudes para brindar soporte a los usuarios, proporcionando el equipo y el acceso a sistemas y datos de manera oportuna. Ofrece apoyo en todas las actividades relacionadas con el departamento y sirve como segunda línea de soporte especializado en sistemas para atender consultas escaladas de clientes y la gestión de incidentes de nivel II.
RESPONSABILIDADES / FUNCIONES ESENCIALES:
• Brindar soporte de primer y segundo nivel a los usuarios de PC en múltiples plataformas de hardware y sistemas operativos.
• Dar soporte de primer y segundo nivel en el uso de aplicaciones estándar aprobadas.
• Atender escalaciones del soporte de primer nivel, realizar seguimientos y confirmar que los problemas de los usuarios se resuelvan o se asignen al equipo correspondiente.
• Colaborar con el personal de IT/Negocio para asegurar el funcionamiento estable y confiable de los sistemas que cumplen con los objetivos y procesos del negocio.
• Procesar solicitudes de hardware y software para nuevas configuraciones de usuarios o actualizaciones.
• Brindar asistencia a usuarios de dispositivos móviles.
• Resolver problemas o escalar al Supervisor, soporte de nivel 3 u otros departamentos cuando sea necesario.
• Utilizar herramientas automatizadas y sistemas de soporte, incluyendo gestión de incidentes y problemas, gestión de activos, base de conocimientos, diagnósticos, control remoto y sistema de llamadas.
• Reconocer tendencias de incidentes.
• Proporcionar accesos adecuados a sistemas y datos, configuración solicitada de procesos y retención de información histórica.
• Crear y mantener documentación relacionada con la configuración del sistema, procesos y registros de servicio.
• Demostrar sentido de responsabilidad y urgencia en la resolución de problemas, asegurando el cumplimiento de los niveles de servicio y consultando con proveedores o personal de IT para obtener soluciones.
• Identificar tendencias y posibles fuentes de problemas revisando registros de incidentes y elaborar reportes para la mejora continua.
• Generar documentación detallada y precisa en el sistema de seguimiento de incidentes y solicitudes, incluyendo registro completo de llamadas telefónicas.
• Mantener y trabajar dentro de los controles y procedimientos necesarios para asegurar los niveles de servicio, proteger los sistemas y datos del negocio, y proporcionar conocimientos sobre seguridad, integridad y privacidad de la información.
• Participar activamente con el equipo de Seguridad de IT en la definición de políticas y procedimientos de seguridad.
• Interactuar con todos los niveles de los equipos de soporte de IS para informar detalles técnicos y operativos relacionados con problemas centrales.
• Mantenerse actualizado en el uso de nuevos productos de software y hardware, así como en habilidades de servicio al cliente.
• Participar en procesos de mejora de la calidad.
• Contribuir al mantenimiento de la base de conocimientos de la Mesa de Ayuda.
• Asumir otras responsabilidades relacionadas que le sean asignadas.
REQUISITOS:
• Ingeniero en Sistema Grado o Técnico, o experiencia equivalente.
• De 0 a 2 años de experiencia en administración de sistemas.
• 2 años de experiencia relacionada con PC/redes.
• Buen manejo en la resolución de problemas de software.
• Experiencia con sistemas operativos y aplicaciones principales.
• Conocimiento de ITIL Service Management.
• Capacidad para manejar usuarios molestos mediante un servicio al cliente excepcional y resolver problemas de manera efectiva.
• Conocimientos de componentes de PC y sus requerimientos de interfaz, incluyendo Windows OS (varias versiones), MS Office y Outlook.
• Conocimiento y cumplimiento de procedimientos documentados.
• Experiencia y comprensión del entorno de sistemas de información (IS).
• Excelentes habilidades interpersonales para comunicarse con los usuarios, manejar conflictos y llegar a soluciones ganar-ganar, con atención al detalle y adaptabilidad.
• Capacidad para resolver problemas rutinarios o de mediana complejidad de inmediato, reconociendo los de mayor complejidad y escalándolos al nivel correspondiente.
• Habilidad para trabajar de manera independiente y en equipo, con material e información confidencial.
• Disponibilidad para trasladarse a diferentes ubicaciones con poco tiempo de aviso.
• Disponibilidad para guardias programadas (cobertura 24/7 en semanas asignadas).
DESEABLE:
• Conocimientos en dispositivos móviles.
• Conocimientos en Mainframe y Oracle.
• Conocimientos en productos y servicios de Microsoft.
Lo sentimos, este trabajo no está disponible en su región
9