Incident Support Specialist

This role requires effective communication skills and imaginative, bold thinking in all situations. The Incident Manager (IM) must be able to coordinate with teams comprised of Customers, Partner and customer resources engaging in the delivery of complex solutions that drive our clients vision. The IM must display executive presence and confidence to assist with managing relationships internally and with the customer.
The IM acts as a trusted business partner to Premier Technical Account Managers (TAM) who support Premier customers. The IM is responsible for assisting the TAM with the overall quality and satisfaction of the customer's services relationship.
The successful IM:
Leverages company assets for the greatest effect of customer success
Assist with managing reactive support health of a business
Ensure reactive issues are escalated and resolved
Engages in building long term customer relationships with business and IT stakeholders
Prepare customer facing communications for status updates and incident reports
Is a customer advocate, ensuring that customers realize the full value of their investment
Manage bridge calls and notify respective support groups
Qualifications and Experience:
Bachelor's Degree or equivalent experience required
Excellent written and oral English language skills
Excellent written and oral additional language skills - one of the following: Spanish / Portuguese
Demonstrated experience in handling corporate customers (5 years)
Aptitude for IT and Technology (3 years)
A comprehensive understanding of technologies
Intermediate understanding of ITIL/Service Management processes
Escalation management experience (2 years)
Corporate customer relationship experience
Intermediate understanding of ITIL/Service Management processes

Ciudad: cartago