Regional Business Process Analyst

Date: Dec 6, 2018

Location: Winnersh, GB

Job ID: 31666

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Job Description

Purpose of Role

Reporting to Customer Support Manager in the services Division as a member of the Global Support Management Team, the Customer Support & Experience owns the end to end process. Key member of the global support management team representing the “voice of customer” for all regions, product lines and services. Key contributor to the global business strategy.

Duties & Responsibilities

  • First level support for users at a regional level for the solution
    • Case Management
    • Service Delivery
    • Cloud web portal/community
    • Knowledge base
    • Telephony
  • Does initial triage and troubleshooting of system & process issues
  • Performs training & New user onboarding
  • Performs testing of new functionality
  • Owns regional process documentation and maintenance
  • Owns regional Telephony configuration and support (BCM/IVR, call routing)
  • Consolidates regional feedback and shares it with global BPA
  • Manages regional owned data (Entitlements, assets ...)

Job Qualifications

Essential Skills & Requirements

  • Customer Care Business Process / workflow knowledge
  • SalesForce Service Cloud and Community knowledge
  • Communication skills – Able to articulate issues and new functional needs in a structured manner
  • Ability to understand basic systems logic
  • Good documentation and training skills

       Typically 2-5 years of experience to work in similar job

Desirables

  • Knowledge and experience in wireless telecoms market –especially handset and network infrastructure testing
  • Demonstrable success in driving customer-centric improvements with B2B organizations
  • International experience and ability to work in a multi-cultural environment
  • Inventive, outside the box thinking/approach
  • Successfully build organizations to support growth initiatives.
  • Use financial and technical data to make decisions quickly.
  • Balance prudence and sound judgment with intelligent risk-taking.
  • Model the highest standards of integrity, teamwork and very strong leadership.
  • Provide a proven track record of positive, can-do attitude.
  • Inspire a culture where innovation is an expectation.
  • Tackle problems of diverse technical and business scope where solutions require an out-of-box thinking.
  • Effectively communicate at many levels of the organization across various functions.

      

     

Shift:

            

          

 

Day Job

            
            

Schedule:

            
            

Full Time (F)

            
            

Travel Required:

            
            

< 25%

            

 

Duration (Temp Positions Only):

Not Applicable 

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Privacy Statement 

***Keysight is an Equal Opportunity Employer.***

Candidates can be considered to work from the following locations:

EMEA : United Kingdom : Berkshire : Winnersh

Job ID : 31666 

Apply now »