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Support and Success Specialist

2 settimane fa

Tivoli, Lazio, Italia beqom A tempo pieno

About beqom

At beqom, we believe in empowering organizations to unlock their full potential by providing innovative compensation solutions. Our comprehensive platform integrates unified data, complete pay management solutions, and AI-enabled pay intelligence to help companies comply with regulations, optimize compensation decisions, and achieve better business results.

About the Role

This role is a fantastic opportunity to join our global organization and serve our customer base by managing their incidents on a 24/7 schedule. You will be supporting beqom's solution and its underlying ecosystem, which is designed to bring clarity, equity, and motivation to the workforce. As an incident manager and customer advocate, you will be responsible for managing incidents for our customers around the world.

Your Key Responsibilities

  • Taking ownership of the entire incident lifecycle, from initial customer contact through resolution, and coordinating with cross-functional teams to ensure efficient incident resolution.
  • Communicating ongoing incident progress and updates to senior stakeholders and team members, providing clear and concise reports on incidents.
  • Defining and adhering to Service Level Agreements (SLAs) between the company and customers, monitoring and tracking incidents against established SLAs.
  • Managing incidents for our customers around the world, handling directly the troubleshooting phase, including phone communication and remote sessions with stakeholders.
  • Generating reports from Zendesk, meeting with customers, and providing status on a regular basis.
  • Updating, maintaining, and enhancing the knowledge base.

Requirements

  • High level of ownership in managing relationships with customers.
  • Proven experience in a customer support or technical support role.
  • Excellent communication and interpersonal skills.
  • Familiarity with SLA management and incident resolution processes.
  • Ability to collaborate effectively with cross-functional teams.
  • Analytical thinking and the ability to understand complex problems quickly.