L2 Functional Support Analyst

TELUS Agriculture & Consumer Goods; Ciudad de México; A distancia; MXN 400,000 - 600,000; Jornada completa

Descripción de la vacante

A global technology company is seeking a candidate for the role focused on managing the incident management flow between clients and internal teams. This position requires strong communication skills and 3+ years of client experience in the Fast-Moving Consumer Goods industry. Responsibilities include ensuring SLA compliance and maintaining customer satisfaction through effective communication and problem-solving. Opportunities for growth and a comprehensive benefits package are offered.

Servicios

Comprehensive benefits package

Incentive and recognition programs

401k contribution

Formación

• 3+ years of experience working directly with clients.
• Experience in the Fast-Moving Consumer Goods industry.
• Strong understanding of business processes and workflows.

Responsabilidades

• Own the incident management flow for assigned tickets.
• Conduct functional assessments requiring business flow understanding.
• Ensure compliance with defined SLAs.

Conocimientos

Fluent English communication skills

Client experience

Customer support experience

Business process understanding

ITIL knowledge

Adaptability

Herramientas

SQL

Database management

Descripción del empleo

Join our team

TELUS Agriculture & Consumer Goods (TAC) is a great place to work. You can see it in our team members. The diversity of the team and their unique contributions set us apart from the competition. Our success is based as much on our future friendly team as the innovative technology solutions we offer.

Our team members include people like you – enthusiastic, innovative, passionate and energetic. We believe that you'll find our high-performance culture personally fulfilling, professionally challenging and financially rewarding.

Here’s the impact you’ll make and what we’ll accomplish together

The candidate will be the bridge between the client (Internal and external) incidents/inquiries and the multiple key team members within the global organization involved in the incident management flow with focus on functional assessment. This role requires ownership of tickets reported by the client from assignation, till the successful handover for Client's validation (including acknowledgement). When needed, after functional assessment of the incident, the position holder will cooperate with technical experts, consultants, L1/L2 reps, client and other sources to validate and/or confirm the assumptions and facts.

The successful candidate is responsible for the direct analysis and potentially, tasks and actions related to it, including but not limited to: Replication, Master data validation, configuration, business case, reported by the client and/or L1/L2 rep, putting always the resolution and satisfaction of the customer as the highest priority, requiring flexible business hours.

The goals of target of this position include:

• Ensure tickets assigned to the designated queue are analyzed under the internal ITIL based best practices - All tickets with Updates accordingly
• Ensure compliance with the SLAs accordingly - 85%+
• Ensure maintenance of a healthy and professional relationship with Support contacts from clients - 90%+ satisfaction via Surveys
• Ensure business continuity at functional level

Here’s how

• Own the Incident management flow related to specific tickets assigned to the role, ensuring compliance with defined SLA. This may require assistance from internal teams, including but not limited to; Sales, Implementation services, Product, Development.
• Proactively look for risks and open tasks and topics that may require attention to prevent escalations and ensure customer satisfaction.
• Ensure that quality and professionalism is present within the incident management flow, including but not limited to Written communication, updates via the incident management tool, email communication, verbal communication and documentation.
• Conduct functional assessment, requiring deep understanding of the business flow vs. applications.
• Responsible for applying ITIL based best practices and ensure the use of the globally harmonized processes/ways of working defined by the management team.
• Responsible for escalating problematic topics to technical SME L2 related tasks when in scope
• Join regular calls with client to discuss priority and/or important topics
• Prepare documents and/or emails/notes to clarify knowledge gaps
• Participate in functional discussions that require a consultative approach around the tools
• Actively participate in business related calls and initiatives, representing Consumer Goods service team and involving PMs, Consultants, Product owners, etc. when identifying the need
• Open availability via chat and email, but registering official incidents via incident management tool

What you bring to this role

• Fluent English communication skills (Portuguese is a plus)
• At least 3 years of experience working directly with clients
• Fast-Moving Consumer Goods (FMCG) industry experience
• Customer support and IT experience
• Strong understanding of business processes and workflows
• Familiarity with Business Implementations
• ITIL experience is preferred
• Strong people skills to handle difficult situations
• Focused on customer satisfaction and results - able to work flexible hours
• Availability to work Mexican Central Time Zone
• Database experience (would be a plus)
• SQL query experience (a plus)
• SOFT SKILLS
• • Customer focused and results-driven
  • Adaptable and flexible
  • Proactive and creative
  • Quick learner
  • Strong communication and networking skills (internal and external)

Job Information

Location - Remote
Employment Type - Full Time
Career Stream Level - S4

Due to the fact that this role is posted in different countries, please ask your recruiter about salary ranges because our salary ranges are determined by role, level, and location. Within that range, individual pay is determined by work location and a variety of factors, which may include but are not limited, as applicable, the qualifications of the particular applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held. All candidates are encouraged to apply.

Your recruiter can share more information about the specific salary range for your preferred working location during the hiring process.

In addition to your salary, TELUS Agriculture & Consumer Goods offers benefits such as a comprehensive benefits package, incentive and recognition programs, and 401k contribution (all benefits are subject to eligibility requirements and may be dependent on country of residence).

Join us

Collectively, our talented team and integrated solutions uniquely position us to transform collaboration within the industry at a global level, empowering and connecting producers to consumers for a more efficient, sustainable future.

Everyone belongs at TELUS. It doesn’t matter who you are, what you do or how you do it, at TELUS Agriculture & Consumer Goods, your unique contribution and talents will be valued and respected. Because the more diverse perspectives we have the more likely we are to crack the code on what our customers want and our communities need.

Do you share our passion for enabling remarkable human outcomes?

Together, let’s make the future friendly.

Accessibility

TELUS Agriculture & Consumer Goods is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment.

We offer accommodation for applicants with disabilities, as required, during the recruitment process.

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