Service Operations Support

hace 4 semanas


Lima, Perú Sencinet Peru A tiempo completo

Colaboradores que requieren contar con conocimientos técnicos que demuestren una excelente atención al cliente.

Siempre es en búsqueda de oportunidades de mejora continua tanto dentro de la organización y fuera de ella.

El equipo de HelpDesk estará compuesto por agentes monolingües (solo español).

Un colaborador de Helpdesk+ será asignado para trabajar en las siguientes funciones según sea necesario:

- Troubleshooting
- Diagnóstico inicial.
- Mantener al Cliente Informado (comunicación continua) - _KCI (Keep Customer Informed)_
- Seguimiento de los requerimientos. _(Follow up)._
- Cierres de tickets. _(Closure)_
- Elaboración de Informes diarios.

**Responsabilidades e atribuições**
- Proporciona el primer nível de análisis de problemas técnicos y resolución de problemas del cliente con la ayuda de las herramientas disponibles en el Service Desk (por ejemplo, soporte remoto, sistemas de monitoreo de red, preguntas frecuentes, guía de resolución de problemas y artículos basados en conocimientos).
- Resolver o escalar problemas y solicitudes de servicio de acuerdo con los procedimientos establecidos.
- El colaborador debe escalar proactivamente dentro de los parámetros manejados por el SLA.
- El colaborador debe escalar internamente con los Operation Managers cuando el análisis técnico se haya detenido por razones exteriores o a raíz de una falla general.
- El colaborador realiza el seguimiento a las escalaciones recibidas e informa adecuadamente.
- Realizar el seguimiento y mantener al Cliente informado _(KCI -Keep Customer Informed_) hasta la resolución.
- Gestionar las actividades del proveedor (por ejemplo, direccionar / escalar agentes externos para despachar y reparar fallas con el fin de cumplir con nuestros acuerdos de nível de servicio).
- Asignar y derivar el incidente y/o solicitud al grupo de resolución apropiado cuando la resolución del primer contacto no sea posible, ya sea contratando la 2nd line de soporte o el 3rd nível dentro de Sencinet.
- Proporcionar un diagnóstico preciso y rectificación de las fallas del cliente, asegurando que el cliente se mantenga informado de manera regular sobre nuestro progreso en la resolución del incidente.
- Asegurarse de que los incidentes se cierren adecuadamente una vez resueltos.

**Requisitos e qualificações**
Conocimiento tecnico en telecomunicaciones

Experiência en **mesas de ayuda** y **redes**.

**Informações adicionais**
Vacante para el turno de la mañana.
- Tenemos cultura de Startup - ambiente dinámico, flexible, innovador, colaborativo y muy retador.
- Valoramos la diversidad y el equilibrio entre vida profesional y personal.
- Tenemos beneficios geniales: plan de salud para todos los colaboradores (cónyuge e hijos) y seguro de vida para los colaboradores cubierto por la empresa, apoyo para transporte o estacionamiento en las oficinas, estacionamiento para bicicletas disponible en casi todos nuestros locales, beneficios de calidad de vida, seguro de vida entre otros.
- Trabajamos, trabajamos, trabajamos, pero también nos divertimos - horario flexible, ambiente tranquilo y aquel momento para tomar un café y conversar.

¿**Cómo es Sencinet?**

Aquí en Sencinet somos más de 500 personas, todas seleccionadas a detalle y que toman muy en serio nuestro propósito de tornar las redes corporativas rápidas, fáciles, seguras y accesibles para nuestros clientes.

Ofrecemos un ambiente ameno, completamente colaborativo, con un ritmo acelerado y desafiante a fin de alcanzar resultados y promover una mejor experiência para nuestros clientes, construyendo una jornada de éxito para clientes y Sencineers. Aquí tú creces junto a Sencinet

Creemos que la diversidad promueve el crecimiento sustentable. En Sencinet queremos que seas 100% tú mismo.

**Reclutamiento en Sencinet**

Por si tienes curiosidad, te contamos cómo funciona nuestro proceso de reclutamiento después de que te postulas a una vacante:

- Realizamos entrevistas basadas en competencias, estas pueden ser presenciales o remotas.
- Dependiendo del cargo o de la función puede ser más de una entrevista.



  • Lima Metropolitana, Perú United Parcel Service Of America A tiempo completo

    Job Summary:We are seeking an experienced Administrative Support Specialist to join our team at United Parcel Service Of America. In this role, you will be responsible for performing a variety of administrative tasks, including preparing reports, compiling data, and handling small-scale projects. You will work closely with our teams to ensure seamless...


  • Lima Metropolitana, Perú Schneider Electric Gruppe A tiempo completo

    **About the Role**Schneider Electric Gruppe is seeking an experienced Service Operations Specialist to join our team. As a key member of our operations team, you will be responsible for executing medium-to-high-complexity service work in the installation, commissioning, maintenance, upgrades, and retrofits of MV and LV electrical equipment.**Key...


  • Lima Metropolitana, Perú Conduent A tiempo completo

    About UsWe are a leading provider of business process services, dedicated to delivering high-quality solutions to our clients. As a Business Service Associate, you will play a critical role in supporting our business operations, working closely with colleagues to achieve company goals.Key ResponsibilitiesTechnical Support: Provide technical assistance to...


  • Lima Metropolitana, Perú Atlas Technica A tiempo completo

    About Us:At Atlas Technica, we strive to maintain a professional yet friendly environment while promoting professional and career development for our Team Members. As a pioneer in IT management and user support, we serve hedge funds and other investment firms.Job Summary:The Resource Coordinator plays a critical role in ensuring efficient resource...


  • Lima Metropolitana, Perú Conduent A tiempo completo

    About the JobThis role involves performing technical work, using data organizing and coordination skills to support business operations. The individual will work based on established procedures and may require vocational training, certifications, or equivalent experience.Key ResponsibilitiesData Organization and Coordination: Utilize organizational skills to...


  • Lima, Perú Sencinet Peru A tiempo completo

    El rol de Sencinet Service Operations Analyst (Technical and Quality Assurance) está diseñado para empresas que necesitan enfocar sus recursos en su core business, delegando las tareas de gestión y control de la infraestructura de TI y Telecomunicaciones a un equipo de profesionales altamente cualificados. preparado, equipado con herramientas avanzadas...


  • Lima Metropolitana, Perú Merck Gruppe A tiempo completo

    Job Description:The Marketing Operations and Technology Specialist plays a crucial role in optimizing internal marketing operations related to product service levels and implementing technologies that enhance customer service.This role is essential for ensuring operational efficiency and alignment with organizational objectives, requiring extensive knowledge...

  • Administrative Associate

    hace 3 semanas


    Lima, Perú NJ Event Service A tiempo completo

    **Company**: NJ Event Service **Salary**:$800 - $1,100 USD **About Us**: NJ Event Services, a division of L&A Tent Rentals, provides top-quality portable restrooms and restroom trailers in New Jersey and Pennsylvania. Established in response to evolving client needs, we pride ourselves on cleanliness, safety, and exceptional customer service. NJ Event...


  • Lima Metropolitana, Perú Rad Hires A tiempo completo

    Job DescriptionCompany Overview:Spectrum Designs is a dynamic and growing organization seeking an experienced Executive Assistant to join their remote team. As a key member of the support staff, you will play a vital role in maintaining efficient day-to-day operations and providing exceptional support to executives and team members.Responsibilities:Manage...


  • Lima Metropolitana, Perú Essity A tiempo completo

    About the RoleEssity is a leading global hygiene and health company, dedicated to improving well-being for people and driving positive change for society and the environment. We are looking for a skilled Transport Planner to join our team in Punta Hermosa.Key ResponsibilitiesEnsure control and execution of transportation area costs, ensuring compliance with...


  • Lima, Perú SDZ SUPPORT TECHNOLOGIES AND SERVICES LTD. A tiempo completo

    **SDZ SUPPORT TECHNOLOGIES AND SERVICES LTD** is an international company that provides customer support services to reputable financial firms. One of our biggest clients is **IQOPTION** (IQOption is an international IT company operating in the fintech industry that developed one of the world's best trading platforms for financial instruments). Now we are...


  • Lima, Perú Adidas A tiempo completo

    Purpose: - End to end (E2E) Account operations form the foundation for a successful wholesale business, enabling the Sales Organization to achieve its strategic objectives. Under the umbrella of account operations, the Sales Ops team develops and implements cutting-edge, forward-looking tools, processes, policies, and guidance to foster operational...


  • Lima Metropolitana, Perú Mondelēz International A tiempo completo

    Job SummaryWe are seeking a highly skilled Business Operations Manager to join our team. In this role, you will be responsible for driving business growth by delivering detailed continuous business and customer analysis and insight.Key ResponsibilitiesProvide support and training to enable effective use of sales systems.Maintain and optimize systems for...


  • Lima Metropolitana, Perú Schneider National A tiempo completo

    Schneider Electric is a global leader in energy management and automation. We are committed to empowering people to make the most of their energy and resources. As a Field Service Operations Expert, you will play a critical role in delivering exceptional customer experiences.Your primary responsibility will be to perform installation, commissioning,...


  • Lima, Perú Praxis A tiempo completo

    In Praxis we´re looking for a **Computer Support Specialist** It´s 100% remote to work with an Excellent Company in the United States, with a Salary to be agreed upon in any Latam country!!!(Advanced English Required) - Monitors the availability and performance of the end-to-end systems - Acknowledges system alerts and responds to all communication inputs...


  • Lima, Perú Adidas A tiempo completo

    Key ResponsibilitiesWe are seeking an experienced professional to lead our district operations, providing strategic support to store managers and driving business growth.


  • Lima Metropolitana, Perú Emerson Electric A tiempo completo

    Your Responsibilities:You will play a key role in optimizing customer relationships, providing quote support, and generating sales opportunities. Your responsibilities include:Developing and delivering solutions that meet customer expectations.Sizing, selecting, and recommending equipment that matches application requirements.Generating quotes that result in...

  • Service Coordination

    hace 1 día


    Lima, Perú Kyndryl A tiempo completo

    Who We Are At Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward - always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities. The...

  • Marketing Operations

    hace 2 semanas


    Lima, Perú Merck Group A tiempo completo

    Work Your Magic with us! Ready to explore, break barriers, and discover more? We know you’ve got big plans - so do we! Our colleagues across the globe love innovating with science and technology to enrich people’s lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich...


  • Lima, Perú Caterpillar A tiempo completo

    **Career Area**: Product Support **Your Work Shapes the World at Caterpillar Inc.** When you join Caterpillar, you're joining a global team who cares not just about the work we do - but also about each other. We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about...