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Customer Interaction Analyst with Spanish and Italian

Remote , Remote

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Relocation package
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job offers of Tiebreak Solutions Branch Bulgaria at Europe Language Jobs

Customer Interaction Analyst with Spanish and Italian

Remote , Cyprus

Mandatory:
DESCRIPTION

Tiebreak Solutions is focused on providing advanced technological solutions for brokerages and financial institutions around the globe. We strive to build an easy yet powerful trading experience using desktops, web browsers, smartphones, and tablets, while reliably processing over a billion transactions annually.

 

Overall Purpose of Function:

  • To monitor and ensure the functionality of the Company’s software operation.
  • Determine the Company’s (the “Clients”) needs and provide services, support, and assistance upon and when requested.
  • To act as a channel of communication and to assist the Company’s Clients when dealing with issues in relation to software and related support services provided to them.
  • To provide translations and transcripts in accordance with the Company’s instructions

 

Key Areas of Activity/Responsibility:

  • Monitoring of the software operation and related support services to the Company’s Clients;
  • Use of internal reporting systems to identify technical issues /problems with the software;
  • Monitor daily system operations to ensure and supervise the functionality of the Company’s system;
  • To be familiar with the Clients’ policies and procedures;
  • To provide training and assistance in relation to the Company’s software’s features and functionality to Clients;
  • Timely addressing and providing assistance to the Company’s Clients upon request in relation to the delivery, preparation, and report of (1) scoring prioritizing alerts, (2) quality performance monitoring, (3) word-level transcription of all channels, (4) translation services;
  • Shall prepare relevant reports and analyses as per the Clients’ requests and their respective policies and procedures;
  • Prepare relevant translation transcripts as per the client's request;
  • Upon request by Clients to provide assistance in monitoring and listening to the Clients’ calls;
  • To train existing and new Customer Interaction Analyst;
  • Upon the client's request, shall provide output transcript reports in relation to the performance of the client outsourcing offices;
  • To investigate and draft relevant reports and analyses upon clients’ request.

 

Internal Relationships:

  • Communicate and coordinate with internal departments;
  • Attend team meetings and share best practices with colleagues.

 

Administrative:

  • To draft relevant reports and keep the Company’s records in order;
REQUIREMENTS

Essential Skills and Qualifications:

  • Excellent command of the Spanish and Italian language.
  • Fluency in the English;
  • Fluency in Spanish and Italian;
  • Excellent written, verbal, and interpersonal skills;
  • Strong technical skills and comfortable with Internet Technologies and Microsoft Desktop Applications;
  • Show Initiative;
  • Relationship building, teamwork skills, and good networking;
  • Must be eligible to work in Cyprus;
  • Knowledge of any other language is desirable.

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