Are you the first point of contact for our customers?
Full-time · Mexico (City)
Fancy becoming the first point of contact for our customers and providing exceptional customer service and support ?
As a Business Application Specialist, you will be our first point of contact for all our South American customers, live (on production) with the S3 Passenger; the industry-leading Software as a Service (SaaS) all-in-one platform for inventory management and reservations for the rail and bus intercity markets. Customer incidents and questions - reported through various channels (Slack, JIRA, email) - will be your responsibility. You will be expected to get these resolved according to our service level agreements. If you are ready for a high-impact and high-urgency environment; where multitasking and staying focused and composed under pressure is the norm - this role is for you !
Part of our South America Customer Centric Team (CCT), your strong analytical skills will allow you to promptly analyze our customers’ tickets and offer timely answers and solutions. You will know S3 Passenger inside-out and you keep abreast with all our South American customer’s business processes and needs.
In short: you will be the one our customers can truly depend on!
To do so, you will ensure to stay informed about the developments of S3 Passenger to be able to help our customers the best way possible. By using the available tooling and through direct contact with the development teams, you will not stop until you have come to a complete solution for our customer.
When new developments are required for a question, you know how to collect the necessary information and partner up with our Business Consultants; so that our development teams can develop a suitable solution.
According to your experience, you will act as a service manager for one or more customers and become their spokesperson on the operational side.
Quickly and adequately answer functional and technical issues/incidents/service request and questions from our customers;
Stay up to date on the changes/improvements of our software, to be able to help the customer as adequately as possible;
Share knowledge with fellow business application specialists through documentation and meetings;
Partner-up with internal stakeholders, including Business Consultants and Service Delivery Managers and Account Leads, to revert timely to customers;
According to your experience; transition a customer from project to run phase and train more junior staff on supporting customers.
You are analytical and pragmatic. You have a customer-oriented attitude, you enjoy helping people. You always have a clear overview of everything, even when others have already lost it.
-
You have a bachelor degree;
-
You have at least two years in a similar position;
-
Experience in SaaS/Product space;
-
Experience in (troubleshooting in the areas of) cloud, microservice, multi-tier and API first environments;
-
Experience with NewRelic (or similar), Postman (or similar), Slack, Jira and Confluence;
-
Able to perform basic environment changes, e.g. restarting an instance, is a plus;
-
Excellent verbal/written communication skills in English/Spanish;
-
Enjoys and performs under pressure;
-
Strong analytical skills;
-
Proactive, patient and customer-oriented attitude;
-
Strong dose of inquisitiveness and curiosity.
-
Join an enthusiastic, diverse, and agile team of more than 250 colleagues worldwide;
-
Enjoy a flat structure environment with high responsibility and the ability to make an impact;
-
Work in an open, challenging environment with ambitious professionals from different backgrounds;
-
Take advantage of exciting travel and growth opportunities within Sqills and the larger Siemens Mobility organisation;
-
Participate in inspiring company outings with colleagues from North America, Europe, and beyond.
Apply today to take the next step in your career and help us shape the future of our industry.
