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Designated Client Technology Representative

Remote: 
Full Remote
Work from: 
Poland

Offer summary

Qualifications:

Ability to perform advanced troubleshooting, Strong customer service skills, Knowledge of CWT organization and products, Proficient with Microsoft Office.

Key responsabilities:

  • Provide Level 2 technical support
  • Investigate and resolve client specific HD2 support tickets

CWT logo
CWT XLarge http://www.mycwt.com
10001 Employees
About CWT
CWT is a global business travel and meetings specialist, with whom companies and governments partner to keep their people connected, in traditional business locations and some of the most remote and inaccessible parts of the globe. A private company – owned through funds managed by a group of leading global financial institutions including Barings, MacKay Shields, and Monarch Alternative Capital – CWT provides its customers’ employees with innovative technology and an efficient, safe and sustainable travel experience.
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Job description

Purpose Of The Role

With limited supervision, provides direct support to client and the Client Executive team on technical support and online tools. Provides client specific Level 2 technical support. Troubleshoots and resolves more complex technical issues. Interacts and coordinates directly with CWT clients and multiple CWT teams. Completes a wide range of tasks, and has specialized knowledge in all CWT Product areas.

Main Responsibilities

  • Act as Global Single point of contact Client/CE Teams in relation to 2nd level support issues Portrait and OBT. Investigate & resolve all client specific HD2 support tickets. Ensure that requestors are kept up to date.
  • Prioritizes issues and requests along with others in queue then Investigate & resolve all client specific HD2 support tickets. Ensure that requestors are kept up to date.
  • Escalate any client-specific HD2 tickets which cannot be fixed by CWT to OBT Vendor for investigation and resolution, ensure requestor are kept updated. Raise development requests with CWT Product teams and OBT vendor and follow up as required.
  • At the CE/Client Request, will schedule and conduct review of OBT site(s) and highlight country/subunit differences (settings, policy, functionality), provide recommendations for amendments. Additional support may be required from regional based DCC HD2 teams at local charges.
  • Assist with significant Profile Issues.
  • Central point of contact for CE team & client in Standard Ad hoc HR Feed related issues.

Qualifications

Knowledge, skills and abilities (KSAs)

  • Ability to perform advanced troubleshooting
  • Knowledge of CWT organization and products and the travel industry
  • Strong customer service skills for both internal and external customers
  • Ability to interface with all levels of leadership and all client levels
  • Ability to work in a global, multicultural environment
  • Excellent communication skills, both written and verbal
  • Basic presentation skills
  • Proficient with Microsoft Office
  • Some experience with ServiceNow reports

Required profile

Experience

Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

Technical SupportServiceNow

Other Skills

  • Customer Service
  • Microsoft Office
  • Troubleshooting (Problem Solving)
  • Social Skills
  • Presentations
  • Communication
Are you interested?

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