Service Delivery Engineer
hace 4 días
**You Lead the Way. We’ve Got Your Back.**
With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.
At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.
Join Team Amex and let's lead the way together.
As part of our diverse tech team, you can architect, code and ship software that makes us an essential part of our customer´s digital lives. Here, you can work alongside talented engineers in an open, supportive, inclusive environment where your voice is valued, and you make your own decisions on what tech to use to solve challenging problems. Ames offers a range of opportunities to work with the latest technologies and accourages you to back the broader engineering community through open source. And because we understand the importance of keeping your skills fresh and relevant, we give you dedicated time to invest in your professional development. Find your place in Technology on #TeamAmex.
**How will you make an impact in this role?**
Responsible for monitoring events, incidents, and problems, ensuring proper knowledge management. Also focused on the optimization and planning of the continuity of the operation, as well as the quality of the Service. Accountable to build a robust service ecosystem, developing a relationship strategy with the Towers and Business partners, ensuring management of the technological tools of the workspace.
**Responsibilities**:
- Oversee the day-to-day operations of the Technical Support Team.
- Set clear team goals, delegate tasks and set project deadlines.
- Do regular performance evaluation.
- Create a health and motivating work environment and atmosphere.
- Act as agent to drive customer satisfaction through customer support.
- Provide direct supervision of the technical support staff, monitor team performance.
- Act as a mentor and provide oversight, coaching, and training to technical support staff.
- Be the point of contact when it comes to technical escalations.
- Record and track team SLAs and workflows and report on metrics.
- Provide support where needed for both internal and external customers.
- Clearly communicate escalated issues.
- Manage and report on all incoming technical support inquiries.
- Be actively involved with the operational delivery and UAT if required for new products and feature releases.
- Ensure that all inquiries and issues are solved correctly and in a prompt and professional manner.
- Work to create any relevant support material for the team.
- Implement any necessary preventive measures to reduce customer faults and issues.
**Minimum Qualifications**
Proven people management and leadership skills.
- Excellent communicator, both oral and written.
- Strong problem solving and communication skills.
- Love being the first line of support and troubleshooting issues.
- Strong analytical skills to investigate and resolve customer support tickets.
- Able to multi-task efficiently under time pressure.
- Able to assimilate information rapidly.
- Previous experience in managing customer focused teams.
- Proven experience in managing a service and support focused team culture.
- Excellent communication skills and telephone manner.
- Excellent organizational skills.
- Incident Management experience and Proficiency in using support and ITSM tools.
- Basic Active Directory administration.
- Strong knowledge of Microsoft based operating systems with emphasis on Windows and Office.
- Experience using and troubleshooting Windows/Office.
- Self-motivated achiever, gaining satisfaction from providing excellent customer service.
- Bilingual (Spa - Eng).
**Preferred Qualifications**
- Competency in call center tracking tools.
- Proficiency in using software distribution tools.
- Customer service orientation and/or prior customer service training.
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