You will provide Analytic Support by phone and email to internal firm members from all over the world.
Most of the requests received will be time-critical and demanding, with a clear analytical focus. They will range from individual questions about applications, requests for problem solving and support on complex issues and advice as to how a task can be resolved quickly and effectively using IT applications. Your success will be measured based on how effectively you can help internal employees achieve their goal. As part of a global team, you will collaborate with specialists located in Toronto, Dusseldorf and Manila.
You will respond to, research, resolve and track questions received via telephone or electronic forms in a timely manner to maximize user productivity. You’ll demonstrate a high degree of collaboration with regional centers to ensure the timely distribution of knowledge and positive impact on user satisfaction. Additionally, you’ll contribute to a strong team environment by engaging the assistance of other specialists when appropriate, as well as being available to provide other colleagues assistance.
You will acquire and maintain current knowledge on supported products and services to provide timely and technically accurate solutions to customers, and you’ll assist others by sharing knowledge, coaching peers and providing feedback as well as assist on special projects as required.