.Senior Technical Support Specialist (Remote)Senior Technical Support Specialist | tbo | MexicoThe Senior Technical Support Specialist is a crucial member of the Global Talent Community team, responsible for spearheading knowledge dissemination and strategic planning regarding programs and initiatives. They will take charge of projects and ensure their successful implementation. Serving as a strategic leader, they will drive the strategy within their designated focus area and provide valuable insights for decision-making processes. Constant innovation in both their work methods and team collaboration is a key aspect of their role. They are expected to embody the company's Four Pillars of Customer Service, Quality, Innovation, and Global Teamwork in all their endeavors. The ideal candidate will have a strong background in text-based support, having worked as an agent proficient in resolving tickets, recognizing process improvements, and showcasing critical thinking skills while handling change management. They will offer exceptional customer service to our global supplier base, predominantly utilizing our ticketing and knowledge management system, Zendesk.Responsibilities:Provide fast, efficient text-based support to solve different platform issues.Recognize and report on support trends and help problem solve solutions.Uphold the company's brand and 4 Pillars of Customer Service, Quality, Innovation, and Global Teamwork.Demonstrate ownership of the functional area when creating business cases to support talent initiatives.Represent the company and the company's brand.Innovate strategies for owned functional projects.Support functional strategy definition and implementation (online and offline).Provide analysis and valuable results from all initiatives.Act as escalation point for issues with team members or within the function.Hold technical conversations and use data to drive change in other departments.Requirements:Bachelor's degree (B.A.) from a college or university in a related field, or equivalent combination of education and experience.Minimum of 3 years of relevant experience.Experience with Zendesk or other support management systems.Demonstrated proficiency in using Zendesk or similar customer support platforms for ticket management, knowledge base creation, and reporting.Experience in a customer support role, solving issues at speed and scale.Ability to handle customer inquiries, complaints, and escalations professionally and efficiently.Experience in a fast-paced, client-centric environment, ability to adapt to business needs.Ability to take the initiative to proactively assess and mitigate risks.Ability to prioritize ongoing projects based on business needs and urgencies that arise.Fluency in written and verbal English.Strong computer literacy, MS Office, email, internet.Key Competencies:Ability to stay organized and informed in such an environment
