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    Back Office Specialist - București, România - Concentrix

    Concentrix
    Concentrix București, România

    6 zile în urmă

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    Full time
    Descriere
    Job description

    We are looking for a talented Back Office Specialist (Hybrid) willing to know more about the insides of one of the largest American multinational technology companies and join our young and international team based in Bucharest.

    Reimagine your career

    Are you looking for a career change with a forward-thinking global organization? Come be part of our award-winning company driven by our people from 70+ countries where ALL members contribute and support each other's success and well-being, proudly united as our "game-changers." We're recognized with awards like "World's Best Workplaces," "Best Companies for Career Growth, and "Best Company Culture," year after year.

    Career growth and personal development
    We'll give you all the training, cutting-edge technologies, and the continuing support you'll need to succeed. At Concentrix + Webhelp, there's real career and personal growth potential.

    In fact, about 80% of our managers and leaders have been promoted from within That's why we offer a range of FREE Learning and Leadership Development programs designed to set you on your way to the kind of career you've always envisioned.

    What you will do in this role
    As a Back Office Specialist on our team, you will:

    Read and understand technical support cases and engineering bugs, while pushing towards resolution, highlighting areas of improvement, escalating appropriate issues to the correct team in real time and retroactively;
    Maintain support summary about customer technical infrastructure and G Suite implementation details;
    Analyse data to deliver quality reviews - covering key performance indicators (KPIs) and quality metrics - to strategic customers and client leadership;
    Continuously monitor strategic customer cases for case spikes and product feedback, identifying trends around product area and dissatisfaction;
    Manage customer escalations, triaging highly sensitive customer support issues and facilitating war room coverage with engineers and customer contacts
    Facilitate creation of Root Cause Analysis (RCA) documents for any P0/P1 case with a product bug
    Track and provide updates on customer Feature Requests
    Work across many stakeholders - strategic customer technical leads, executives, G Suite partners, and our client employees to manage and resolve complex IT support issues

    Your qualifications
    Concentrix + Webhelp is a great match if you:

    Are proficient or bilingual in French and English
    Can communicate with strategic and top customers on sensitive cases, empathizing on customer pain points while outlining technical troubleshooting and relevant data insights
    Can deliver Customer Onboarding and Service Reviews, highlighting program offerings, key support metrics, trends, and analysis
    Can work across many stakeholders - strategic customer technical leads, executives, G Suite partners, and our client employees to manage and resolve complex IT support issues
    Have good technical skills and knowledge (web protocols and networking standards)

    If you feel you don't check every box, we encourage you to apply anyway. We'll do our best to match you with the right job, whether it's this or another role.

    What's in it for you
    In this role, we offer benefits that help you support your unique lifestyle:

    Full-time indefinite contract
    The option to choose from a board range of flexible benefits through MY Benefit Platform
    Medical Subscription
    Possibility to work from home
    Bring-a-friend (referral) bonus opportunities
    Full paid training on the company and the project you'll be working on
    Career development programs, specialized courses, and language classes

    Reimagine the best version of you
    If all this feels like the perfect next step in your career journey, we want to hear from you. Apply today and discover why overgame-changers around the globe call Concentrix + Webhelp their "employer of choice."

    Concentrix + Webhelp is an equal opportunity employer
    We're proudly united as one team, one company, globally. We're committed to equal employment opportunities for all candidates and a work environment free from discrimination and harassment.

    All our recruitment practices are based on business needs, job requirements, and professional qualifications, without regard to race, age, gender identity, sexual orientation, religion, ethnicity, family or parental status, national origin, disability, or any other classification protected by applicable national laws.

    Eligibility to work

    In accordance with Romania's law, only applicants who are legally authorized to work in Romania will be considered for this position.

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