Customer Support Coordinator - Spanish Speaking
Atlanta, US
Are you a born coordinator and communicator? Are you service-minded and determined to help customers? Do you enjoy following up with colleagues on outstanding customer questions?
Does this sound like you? Then you could be our new Application Support Coordinator.
Your challenge
As an Application Support Coordinator, you are the first point of contact when customers encounter issues with our software. With your high-level overview, you gather the necessary information on their questions and issues. You then assign tickets to second-line colleagues, or if necessary, to third-line experts.
You are responsible for:
- Making your customers’ day by providing solutions for the challenging problems they experience.
- Reducing outstanding customer calls. You take ownership of the tickets assigned to you and are determined to find solutions.
- Accurately estimating the importance, urgency, and difficulty of the support request.
- Preparing clear and structured input on tickets that need support from one of your colleagues and ensuring the ticket is handled accordingly.
- Protecting the customer services procedures, while thinking along about possible areas of improvement
- Using strong communication skills with internal & external customers, to achieve an optimal solution, ensuring customers are kept up to date
- Assisting in periodical creation of reports on delivered service
- Maintaining a strong network within your team and the company, while working cross-functionally with different departments to ensure timely resolution, as well as streamlining and improving processes related to the service delivery
- Keeping a global overview on new information, trends, feedback and further insight of customers, to be used in discussions and meetings within the team and management
- Efficiently synthesizing and processing a volume of requests and tasks by structured approaches and responding quickly
- Balancing your time, priorities, and incoming tickets while always keeping an overview.
Your team
As our new Application Support Coordinator, you’ll be part of the Customer Services team. Customer Services watches over business continuity. Our team solves issues before they turn into problems and ensures flawless maintenance and upgrades. Thanks to our hotline user support, documentation, and long-term application management, we keep everything running smoothly.Your profile
We are looking for someone who meets the following qualifications:
- Bachelor’s or Master’s degree (or equivalent experience) with a strong interest in IT
- Excellent command of English and Spanish
- Strong multitasking and administrative skills, with a stress-resistant nature
- Friendly, communicative, team player, and good listener
- Quick-thinking coordinator who can act fast while keeping the big picture in mind
- Ability to work in a structured manner and follow procedures in a dynamic, complex environment
- Previous work experience in a supervisory customer services role, and an understanding of service level agreements (SLAs) and ticket tracking systems
- Understanding of success management to assist our service and account managers
- Strong analytical skills to translate reporting tool outputs into communications for customers and management
Bonus points if you have:
- Interest in supply chain planning or production planning.
- Intermediate or advanced presentation skills
- Excel knowledge to assist in the creation of daily and monthly reports
- Sharepoint knowledge
Soft skills
Hard skills
Language skills
Required:
A plus:
Your future
At OMP, we’re eager to find your best career fit. Our talent management program supports your personal development and empowers you to build a career in line with your ambitions.Many of our team members who start as Application Support Coordinators grow into roles in software expertise, customer application expertise, or people management.
Our offer
At OMP, we offer more than just a job. We put people first and inspire you to become the best version of yourself.
- International: A growing global company, worldwide career opportunities, and multicultural teams
- Benefits: An attractive salary package including health insurance, 401k plan (no waiting period), life insurance, paid vacation, additional extralegal vacation days, and other competitive benefits
- Flexibility: Teleworking, flexible hours, and lots of autonomy
- Lifelong learning: A custom training and development track, an extensive coaching program, and on-the-job learning
- Empowerment: Room for initiative and creativity and an emphasis on entrepreneurship
- Innovation: Encouragement to think differently through cross-team collaboration and innovation challenges
- Well-being: A caring and inspiring environment, promoting a happy and healthy lifestyle through a wide range of facilities and activities
- Teamwork: Join a team that lifts you up and learn from the best
Our company
We are OMP, a leading game changer in supply chain planning solutions. The world’s largest companies count on our smart software and services to optimize their supply chains.
Are you ready to join a team of more than 1,000 passionate, creative team players of over 60 nationalities? We work as one team from our head office in Belgium and regional offices in Brazil, China, France, Germany, India, the Netherlands, Spain, Ukraine, and the US.
We care for our people. True to our innovative spirit, we believe in growing talent and in boosting expertise. Our happy customers include Bridgestone, Johnson & Johnson, PepsiCo, Procter & Gamble, and Shell.
Want to learn more? Visit careers.omp.com/our-company.
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