Partner Support with Russian - Level 1

With over 25 years of experience on the Romanian HR market, PROHUMAN APT (former APT Resources & Services) is the one of the biggest players in the industry, a force concentration evenly deployed across different specialties. Having approximate 4000 employees (mostly higher educated) in BPO and temporary work assignments, as of 2021, PROHUMAN APT ranks in the Top 3 HR providers in Romania.

Our client is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations.

Requirements:

- First level university degree or equivalent experience;
- Minimum 1 year of related experience (e.g.: customer service, data mining, analysis tools or equivalent experience with project management level);
- Fluent in Russian and English languages;
- Good know-how regarding Microsoft Windows, usage of common office PC applications;
- Systems technical knowledge Salesforce.com and Oracle (Siebel PRM) would be a plus;
- Good communication skills and customer oriented (keep customer always in mind);
- Ability to work as part of a remote/virtual team;
- Strong motivation, good eye for detail, high degree of accuracy;
- Strong analytical skills and excellent problem solving skills.

Responsibilities:

- Act as the front-end focal point for EMEA company partner inquiries via web, email or telephone;
- Provide immediate solutions to partners on the very first contact whenever possible;
- Proactively escalate any issue identified in the supported tools;
- Own responsibility of analyzing, understanding, interpreting the customer’s support requests;
- Create support documentation and maintain with updated information;
- Act as an interface between IT/L2 support and end-users;
- Coordinate customer complaint escalation process and serve as a focal point for contact and resolution;
- Test new releases;
- Perform additional process operational tasks within agreed timelines/deadlines;
- Attend the mandatory team meetings, APT meetings;
- Support company PRM L1 Support projects and bring his/her own contribution to them;
- Show active interest in learning, in order to provide the highest quality support to our customers;
- Incorporate a broad knowledge base and high level of communication skills to ensure customer satisfaction;
- Maintain archives in order to provide information’s continuity.

Job Code: 231116AI