Digital Support
2 semanas atrás
About the job
- The Digital Support/Global Administration Officer mission is to provide first level support, administration coordination and incident management for all the activities in the EMEA region, according to the procedures in place and the services policies to ensure that followthesun model is applied and fully granted to our clients, for the Neolink Client Support team
Your Main Activities Are
- Act as responsible but not restricted of L1 (addressing all the inbound requests received through different channels) and L2 (managing incidents that are out of scope of, as well as coordinate with L3, if required, or other different dependencies for a proper and timing resolution of the raised issues)
- Support onboarding process in Neolink, verifying that all the requirements are in place for client setup
- Assist client on administration definitions as: profiles, roles, rights, accesses, etc. aligned with the information and details provided by different implementation teams, Client Services Managers, Relationship Managers regarding accounts' structure and contracted products and services
- Basic Neolink Client training: training (pre and postsale) on site or via 'web demo' for internal and external users/Clients in NeoLink; participate in Cross Training and ensure the Knowledge transfer between the team and processes is happening on periodic basis; and training and information about new features and releases
- Requests management: assist clients on their queries, issues or problems in the system and being their first support level on the region; management of administration request according to local and global procedures in order to mitigate risks and comply with internal policies and controls; escalate and liaise with Manager, L2 or other dependencies for unresolved open issues / high risk items. In case of new enhancements, escalate requirements to Paris Neolink Support Team so all the requests are centralized and requested to the central team with feedback from the business
- Incident &
Support Management:
act as first level of investigation (issues linked to NeoLink features); management of incidents raised by the clients (i.e.
unavailability, slowness, reports delay, among others) and coordinate with internal teams for crisis management situations according to internal procedures; management of communication to client services, clients and location linked to on-going incidents; declare identified incident to Neolink L2 support and/or IT support (L3).
Resolution follow-up of incident and functional impact analysis- Proactively collaborate in the identification of improvement opportunities and development of projects that allow the enhancements of the process for the benefit of our stakeholders and clients
Profile and Skills to Success
- Bachelor's Degree (35 years)
- Up to 2 years of experience in Client Services/Support
- Fluent (C1-C2) English level
- Fluent (C1-C2) German level
- Ability to collaborate/Teamwork
- Client focused
- Adaptability
- Communication skills oral & written
- Critical thinking
Ms Office Pack
- Microsoft Excel (Competent)
Why joining BNP Paribas?
-
Leading banking institution
BNP Paribas is a leader in the Eurozone, and a prominent international banking institution with strong roots in Europe's banking history.
-
Our presence in Portugal
Since 1985, BNP Paribas was one of the first foreign banks to operate in the country.
Today, the Group has around 7.100 employees across several entities operating directly in the territory, offering a wide range of integrated financial solutions to support its clients and their businesses.
-International reach
Thanks to its international presence and regular and close collaboration among its different entities, BNP Paribas has the resources to support all clients with financing, investment, savings and protection solutions that help make their projects a success.
Retail Banking, a division that brings together all of the Group's retail activities and specialised business lines;
Investment & Protection Services that include specialised businesses offering a wide range of savings, investment and protection services;
Corporate & Institutional Banking division that offers tailored financial solutions for corporate and institutional clients.
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Diversity and Inclusion commitment
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Commitment towards work/life balance
At BNP Paribas we care about our employees wellbeing and promote a culture of good integration between work and rest.
We believe our employees have rich personal lives outside of work, being fundamental to be disconnected from work to recharge both physically and mentally.
Only through this balance we may all be at our best while working.-
Remote Working Conditions
At B
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