The​ GFS  Tier 1 Support Analyst will serve as the first point of contact for internal C2O/PM users, Billing Ops and other internal departments. The Analyst will provide support and/or subject matter expertise for the contract entry function.

What you’ll do

Will serve as the first point of contact for internal clients, Billing Operations, and internal departments at a Tier 1 level.

Work closely with different business units on cross-functional issues.

Resolves issues or engages other technical resources (Tier 2) to resolve them, tracks progress through resolution, and effectively communicates the resolution to the requestor.

Identify opportunities (based on the types of issues reported) to provide refresher training and/or updates to current documentation.

Proactively acquire and maintain comprehensive knowledge of tool updates and documentation changes to effectively develop and deliver relevant training to internal clients.

What experience you need ​

University graduate in Business Administration or a closely related field or 2 years of demonstrable professional experience in a relevant business role.

Advanced proficiency in Excel, including macros, complex functions, and pivot table analysis ( 80% passing score).

1+ experience in customer service to internal clients.

Proficient in Spanish, English and Portuguese (B2 language level).

What could set you apart

Proficient in both ServiceNow and Salesforce platforms. 

Organizational capabilities and a proactive approach to learning and integrating new technological solutions to improve performance.  

Advanced proficiency in Excel, including macros, complex functions, and pivot table analysis.  

Experience with process optimization methodologies and the creation of clear and effective process documentation.

Excellent verbal and written communication skills.

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