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Urgent! ANALISTA DE SERVICIO DE OPERACIONES SEGUNDO NIVEL Job Opening In Bogotá – Now Hiring Experian

ANALISTA DE SERVICIO DE OPERACIONES SEGUNDO NIVEL



Job description

Job Description

Job description

 

Propósito del cargo:

Contribuir al fortalecimiento de la experiencia del cliente mediante la atención especializada de segundo nivel en el área de operaciones.

El titular del cargo será responsable de gestionar, analizar y resolver solicitudes relacionadas con accesos, garantizando una respuesta ágil, precisa y alineada con los estándares de calidad definidos por la organización.

Este rol es clave para garantizar la continuidad operativa, la satisfacción del cliente interno y el cumplimiento de los acuerdos de nivel de servicio (SLA).

•       Garantizar la calidad y veracidad de la información suministrada por los suscriptores a través de controles que permitan detectar puntos de riesgo.

•       Velar conforme a las políticas establecidas de la compañía  por el procesamiento y atención de las solicitudes 

*   Optimizar la productividad y tiempos de procesamiento.

•       Identificar oportunidades de mejora para cada uno de los procesos asignados.

•       Tener una excelente habilidad para trabajar en equipo y colaborar con otros.

•       Poseer habilidad para comunicarse efectivamente con diferentes áreas y niveles de la organización.

•       Disponibilidad tiempo cuando se requiera.

 

Entregables: 

1.     Gestión de solicitudes de acceso

2.     Seguimiento y cierre adecuado de casos escalados.

3.     Documentación detallada y precisa de cada caso atendido.

4.     Análisis de casos y mejora continua

5.     Cumplimiento de tiempos y calidad de entrega

6.     Atención al cliente con valor agregado

Responsabilidades del cargo:

 1.     Atender, validar y ejecutar solicitudes de acceso, aplicaciones y plataformas, conforme a los protocolos de seguridad y cumplimiento.

2.     Garantizar la atención oportuna, precisa y conforme a los SLA de todas las solicitudes gestionadas, minimizando reprocesos y asegurando la satisfacción del cliente.

3.     Brindar una atención analítica, empática y resolutiva, generando valor en cada solicitud.

4.     Proponer e implementar iniciativas de mejora, automatización o digitalización de procesos, incluyendo planes de acción correctivos y preventivos que optimicen la eficiencia operativa.

5.     Elaborar y actualizar manuales operativos, procedimientos y guías de usuario, promoviendo la estandarización y mejora continua de los procesos.

6.     Asegurar que todas las acciones operativas cumplan con las políticas de seguridad de la información y normativas internas vigentes.

7.     Realizar análisis de causa raíz para problemas recurrentes, proponiendo soluciones definitivas y preventivas.

 


Qualifications

Educación: 

  • Profesional/Técnico o tecnólogo en áreas administrativas. 

Experiencia

  • 2 años de experiencia en área de servicio al cliente, análisis de información, Manejo de bases de datos. 

Conocimientos técnicos requeridos: 

  • Manejo de Bases de Datos, CRM (Salesforce) • Excel • Power Point 
  • Destreza en el análisis de información 
  • Servicio al cliente 
  • Office  
  • Bizagi( aplicaciones de gestión de procesos), aplicaciones portal, otras aplicaciones de productos y o servicios.. 


Additional Information

Our uniqueness is that we celebrate yours.

Experian's culture and people are important differentiators.

We take our people agenda very seriously and focus on what matters; DEI, work/life balance, development, authenticity, collaboration, wellness, reward & recognition, volunteering...

the list goes on.

Experian's people first approach is award-winning; World's Best Workplaces™ 2024 (Fortune Top 25), Great Place To Work™ in 24 countries, and Glassdoor Best Places to Work 2024 to name a few.

Check out Experian Life on social or our Careers Site to understand why.

Experian is proud to be an Equal Opportunity and Affirmative Action employer.

Innovation is an important part of Experian's DNA and practices, and our diverse workforce drives our success.

Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, colour, sexuality, physical ability or age.

If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

Experian Careers - Creating a better tomorrow together


Required Skill Profession

Supervisors Of Office And Administrative Support Workers



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