Technical Support Advocate - C09 - BOGOTA

About the role:    

This role has been created to assist client companies with elevated technical issues currently open and unresolved in Citi’s ticket management process.  The overarching goal is for the Advocate to help protect the client relationship while assisting in the resolution of open tickets and issues.   

Responsibilities and Expectations:    

• Advocate will work with internal clients and assigned client companies to assist with the quick resolution of technical tickets 
• Advocate will act as liaison between client, RSM/PASS and Tech partners within Citi 
• Advocate will engage with Tech to create working sessions, as needed to expedite ticket resolution 
• Advocate will report to Senior/Executive Managers any trends identified during issue analysis 
• Advocate will handle all communications between internal Citi departments 
• Advocate will be the effective translator for the client for Tech lingo and ticket status 
• Host and schedule calls with client companies  
• Advocate will have a client-facing role with client companies during calls and communications 
• Communications need to include any relevant Section Manager and all internal staff that need to be aware regarding this client 
• Advocate to deliver client academy training sessions as requested by clients and internal partners 

Qualifications:

• Previous relevant experience preferred
• Experience in customer service
• Proven investigative, analytical and risk management skills
• Demonstrated ability to present concepts and influence/lead change
• Consistently demonstrate clear and concise written and verbal communication
• Consistently deliver high-quality customer service with focus on building client relationship and achieving quality results

Education:

• Bachelor's degree/University degree or equivalent experience
• Portuguese advanced level as a second languaje is a must.

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