care problem Management specialistVistaprint

Local CARE Problem Management
The CARE PBM Specialist role is the medium through which CARE Solutions and Problem Management address and manage production problems. CARE Problem Management is the third level of escalation in the CARE department and reports to the Lead, CARE Problem Management. The Specialist may be responsible for coaching and training tier 2 CARE escalations team, supervising more junior CARE Solutions Advisors and CARE PBM Specialists, in addition to optimizing and maintaining solutions and workarounds records.
PRIMARY RESPONSIBILITIES
Identify, track, monitor and manage problems/incidents that require increased awareness and swift action in collaboration with Problem Management/engineers
Ensure the long-lasting growth, stability, and validity of CARE Solutions and Problem Management engagement
Provide support for the production environments across all Locales and Domains, including after business hours and weekend support for critical issues.
Attend and facilitate the Solutions, PBM, and engagement meetings. This includes all research and follow-up tasks as defined in the meeting
Administrate cases in all case management tools and effectively manage the workload
Scope and prioritize issues appropriately to prompt the correct action from PBM/engineers
Escalate items that requires additional expertise to PBM following the incident management guidelines
Create new and review existing solutions and communicate them when necessary
Communicate impact - Ensure that all stakeholders are aware of how an issue impacts the center and organization
Make recommendations - Provide insight on a workaround if one can be identified
Work closely with knowledge management team to maintain the CARE knowledge base and make sure new material is created if required
Conduct project planning for assigned initiatives and deliver accordingly
Actively participate in conference calls with other Vistaprint departments involved in delivering the customer experience (Service strategy, voice of the customer, problem management...)
Provide onboarding training to Solutions newly-hired advisors and support training ops floorwalkers.
Provide technical coaching to associates as needed
Attend all scheduled training and floor walking sessions, team meetings and company events as required
Regularly compile advanced operational reports and share them with appropriate business stakeholders
Share updates with CARE operations and knowledge management as required
Collaborate with CARE training and Design team to create CARE new hires modules (troubleshooting, digital products, problem management...)
Assess hiring needs and work with local recruitment department on the hiring process
Complete all assigned tasks
Know and follow all department and company guidelines/procedures as defined
Track work in progress and effectively manage it and perform additional tasks as requested
Draft Weekly/Monthly production reports
Organize team building activities
Contribute to site monthly newsletter and the available means to communicate about the team activity
Attend site meetings and share site updates with the team
KNOWLEDGE AND SKILL REQUIREMENTS
Education:
Strong technical and troubleshooting skills
Strong cyber culture and web marketing knowledge being essential
Excellent language skills required in English
Knowledge of multiple languages being valued
Demonstrated skills in web technologies (HTML 5, JavaScript)
SQL mastery is a plus
Experience:
1 - 3 years of technical customer support
Previous experience in a multi-channel customer service environment preferred
Excel in a team environment
Additional Requirements:
Demonstrates skills in computer-based systems
Demonstrates good troubleshooting/problem solving/workaround drafting skills and sound judgment
Proven time management skills: ability to juggle multiple and changing priorities efficiently and effectively
Proven training delivery skills
Must be proficient in Vistaprint products and services both technical and non-technical
Understands and works in a positive and productive manner towards achieving company, team and individual goals
Must be self-motivated, displays initiative and be experienced in pursuing goals in a team environment
Strong written and verbal communication skills
Jobs2Web

Taguig City, Metro Manila
Permanent
Full-time