Description:
Job Duties / Accountabilities:
- Provide 24/7 operational support for the SAC group for Infocom, Secret, Outlook applications, network drives, Khamaï Web, intranet, etc
- Ensure complete training for all new members of the team and/or for representatives who need to deepen their knowledge
Attend certain meetings concerning the introduction of new products and/or new procedures
Perform any related work that is required
- Set up, train and support service representatives when introducing new administrative procedures and/or new products from analysts and/or Marketing following changes or improvements in working methods (Info -SAC, email). Sort the information to be transmitted to the representatives and ensure their understanding
- Carry out all the verifications required for evaluation purposes, training and to meet the demands and expectations of the auditors
- Route requests for required system enhancements to the relevant Business Analyst, Marketing Product Manager and/or Logistics group for new or updated procedures
- Intervene with a dissatisfied customer (complaint) when the agent has not succeeded in solving the problem or when the customer absolutely wants to speak to a superior
Essential Qualifications / Competencies:
- DEC in administration or the equivalent in work experience
- Intermediate knowledge of computer tools such as Word, Excel, Outlook
- Decision making and high sense of urgency
- Excellent interpersonal relationships
- Be a pedagogue
- High team spirit
- High professionalism
- Great learning ability