BCD Travel Customer Experience Survey Program Coordinator in Costa Rica
The Product Support Coordinator is the primary contact and has site administrator responsibilities and/or client support responsibilities for BCD Travel tools in use with our internal or external customers.
This role is responsible for: * First point of contact for new or returning users * SME for the tool(s) supported * Training for users to ensure efficiency in the tool * Incident assessment and application of required steps for resolution * Special projects related to tool(s) * Reporting * Demos * Maintaining SOPs or instruction guides
Essential Duties and Responsibilities: Job Specific Essential Duties & Responsibilities: Site Administrator Responsibilities * First point of contact for users of the application, fielding inbound access requests, tool questions and special requests * Setup/maintain users for the tool * Answer navigation requests with regards to the application * Make recommendations for the best use of the application for required needs * Troubleshoot user issues and escalate when necessary * Audit, test, and document all testing for standard uses of application and releases SME for the tool(s) supported * Stay current on all updates, features, system maintenance and system releases. * Provide demos and training to users of the tool * Become application expert * Suggest initiatives and process improvements Incident assessment and application of required steps for resolution * Research issues escalated by the users of the tool * Determine root cause * Replicate error or situation if possible * Engage vendor as necessary by opening cases * Track and document cases and issues Projects * Act as client facing project resource for all current and future projects involving * Create testing plans, process maps and communications as needed for projects Reporting * Work with internal users to compile applicable reporting, as needed * Field data management and reporting questions * Review reports to ensure products working as designed * Monitor processes through reporting to ensure application success Other: * This job description is not designed to contain a comprehensive listing of activities, duties or responsibilities that are required for this position. The employee may be asked to perform other duties and responsibilities, as necessary.
Essential Job Functions: (Required for US only--all other countries may delete) * Must be able to come to work promptly and regularly * Must be able to take direction and work well with others * Must be able to work under the stress of and meet deadlines * Must be able to concentrate and perform accurately while meeting applicable productivity measures * Must be able to change productively and to handle other tasks as assigned
Education / Knowledge / Experience: Essential: * Min 2 years professional experience managing a variety of support requests * Strong communication skills, oral and written in English * Project Management experience * Strong skill with Microsoft Office applications, specifically Word, Excel and PowerPoint; Excel data manipulation skills * Social competence & teamwork, high engagement and motivation * Able to work independently with high commitment * Strong ability to work in a virtual team Preferred: * Previous site admin experience * Second language applicable to region or position responsibilities * 5 years professional experience managing a variety of support requests * Previous experience with application that will be supported * Familiarity with Salesforce CRM functionality * Knowledge of HTML * MS Access and/or Visio familiarity
Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled