3 Customer Service & Helpdesk jobs in Sri Lanka
Assistant Manager - Customer Service & Logistics - Ceytea
Agarapathana, Central Province
Unilever
Posted 1 day ago
Job Viewed
Job Description
Join us as Assistant Manager Customer Service & Logistics - CeyteaFunction: Supply ChainReports to: Factory Manager - CeyteaScope: LocalLocation: Agarapathana - Ceytea FactoryTerms & Conditions: Full - TimeJOB PURPOSEUnilever is a place where you can bring your purpose to life with the work that you do - creating a better business and a better world. If you are someone who aspires to a career in Supply Chain, then this role is just for you. You'll be part of a team that believes in doing work that matters - for people and the planet.KEY RESPONSIBILITIESNPI - Local:(1) Buying products and services
+ At the right price
+ From the right source
+ At the right specification that meets users needs
+ In the right quantity
+ For delivery at the right time
+ To the right internal customer
(2) Manage the procurement process and the supply base efficiently and effectively.(a) Evaluation and selection of suppliers
+ All purchases should go through the approved procurement processes.
+ Engineering and other functional inputs are part of this process.
(b) Review of specifications
+ Review the requirements for the material or service being provided.
+ May be able to suggest alternative standardized materials that can save the organization money.
+ Periodic review of requisitions can allow greater leveraging of requirements.
(c ) Acting as the primary contact with supplier
+ Identification of new potential suppliers and develop relationships.
+ Improvement and development of non-competitive existing suppliers.
+ Assisting in any of the related issues by the supplier such as payment delays.
RM/PM (Excluding BMF):(1) Material Resource Planning - RM/PM including inventory control in line with DOH targets.(2) Coordinate with RM/PM stores and central buying team.(3) Identifying potential suppliers and obtaining quotations.(4) Monitor the PO creation and end to end process till RM/PM reach factory. Ensure there are no stock outs.LOGISTICS:(1) Analyse and decide on the best suitable logistics arrangement for the incoming orders.(2) Coordinate with transporters and suppliers to achieve the optimum delivery schedule considering the volumes against cost.(3) Delivering the goods meeting the targeted lead time.(4) End to end monitoring until goods reach factory.NPI-Foreign: - The total NPI imports managed end to end till the goods reach factory. Covers total procurement including negotiation (non-CapEx items), reviewing, buying, payments, logistics, clearance and transportation. Summary of the activities are given below:
+ Extracting and evaluation of the requirement for correct spec enabling the supplier to quote. (Eg: Detailed part numbers and machine details)
+ Identifying potential suppliers and obtaining quotations
+ Review and evaluation of quotations to add value in both technical and pricing data with the support of relevant technical teams. Include price negotiation.
+ Decide on the most suitable mode of logistics (Incoterm: CFR, CIF, CPT, FOB, EXW, etc.) and payment term (CAD, TT, LC, etc.)
+ PO approval through COUPA system. Ensure timely creation of PO in the systems without errors.
+ Ensure the PO is received to the supplier on time and start communications to initiate the order processing
+ Preparation of documentation for payment processing and obtaining relevant approvals.
+ Coordinating with the payments team and supplier for clarifications and additional data when payment processing
+ Follow up with the payments team until the payment is done.
+ Continuous follow up with the supplier for order status in meeting the delivery target.
+ Communicate the payment details to the supplier
+ Arranging clearance agents depending on the incoterm with the help of shipping team.
+ Monitor to ensure timely dispatch with all correct documents depending on the mode of dispatch.
+ - Obtaining relevant copies of dispatch documents from supplier in order to initiate the clearance process
+ Preparation of documents for registration for clearance with shipping team
+ Involve with the payments teams to arrange customs duty on priority basis in urgent conditions.
+ Coordinate with clearance agent in providing information on goods under clearance when required
+ Ensure the goods are safely cleared out from customs
+ Decide on truck arrangement for transporting. (size, weight, lifting, covered, urgency, route, safety., etc)
+ Coordinate with the transporter until the goods reach the factory premises.
+ Arranging safe unloading at the factory.
+ Ensure goods are delivered in right condition to the requester.
Vendor Management System - Responsible for onboarding, unblocking, and modifying vendor data in the vendor management system.
+ Obtain the necessary documents from the vendors.
+ Obtain the approvals to submit the request to the Velocity portal.
+ Follow up with the individuals or teams in the approval flow.
+ Ensure case completion within a reasonable period of time.
In addition, below responsibilities are also within the scope of role:(1) Responsible for entire warehousing operation at Agarapathana and Ingiriya.
+ Overseeing the receipt, storage, and distribution of goods (BMF and other RM and PM) to ensure accurate inventory levels.
+ Managing warehouse staff including trainings.
+ Ensuring the warehouse complies with safety regulations and maintaining a safe working environment.
+ Overseeing the maintenance and proper use of warehouse equipment such as pallet trucks.
+ Implementing and improving warehouse processes and systems to enhance efficiency and productivity.
+ Managing warehouse budgets and controlling costs to improve profitability.
+ Addressing any issues that arise in the warehouse operations, such as inventory discrepancies or shipment delays.
(2) Managing overseas customers to fulfil orders.- Primary duties include answering customer questions and resolving problems, coordinating with QA, manufacturing and shipping departments and monitoring progress.(3) Attending audits and providing information.- PSVs, PACE, SMETA etc.REQUIRED QUALIFICATIONS
+ Bachelors' Degree in Transport & Logistics Management, Business Management, Supply Chain Management or related discipline.
+ 2-3 Years of experience in Supply Chain, especially in Procurement.
+ Experience in FMCG industry would be an added advantage.
PREFERRED QUALIFICATIONS
+ Lean Six Sigma or TPM practitioner
+ ISO safety & FSM certifications
Unilever is an organisation committed to equity, inclusion and diversity to drive our business results and create a better future, every day, for our diverse employees, global consumers, partners, and communities. We believe a diverse workforce allows us to match our growth ambitions and drive inclusion across the business. At Unilever we are interested in every individual bring ing their 'Whole Self' to work and this includes you! Thus if you require any support or access requirements, we encourage you to advise us at the time of your application so that we can support you through your recruitment journey.
Job Category: Supply Chain
Job Type: Full time
Industry:
+ At the right price
+ From the right source
+ At the right specification that meets users needs
+ In the right quantity
+ For delivery at the right time
+ To the right internal customer
(2) Manage the procurement process and the supply base efficiently and effectively.(a) Evaluation and selection of suppliers
+ All purchases should go through the approved procurement processes.
+ Engineering and other functional inputs are part of this process.
(b) Review of specifications
+ Review the requirements for the material or service being provided.
+ May be able to suggest alternative standardized materials that can save the organization money.
+ Periodic review of requisitions can allow greater leveraging of requirements.
(c ) Acting as the primary contact with supplier
+ Identification of new potential suppliers and develop relationships.
+ Improvement and development of non-competitive existing suppliers.
+ Assisting in any of the related issues by the supplier such as payment delays.
RM/PM (Excluding BMF):(1) Material Resource Planning - RM/PM including inventory control in line with DOH targets.(2) Coordinate with RM/PM stores and central buying team.(3) Identifying potential suppliers and obtaining quotations.(4) Monitor the PO creation and end to end process till RM/PM reach factory. Ensure there are no stock outs.LOGISTICS:(1) Analyse and decide on the best suitable logistics arrangement for the incoming orders.(2) Coordinate with transporters and suppliers to achieve the optimum delivery schedule considering the volumes against cost.(3) Delivering the goods meeting the targeted lead time.(4) End to end monitoring until goods reach factory.NPI-Foreign: - The total NPI imports managed end to end till the goods reach factory. Covers total procurement including negotiation (non-CapEx items), reviewing, buying, payments, logistics, clearance and transportation. Summary of the activities are given below:
+ Extracting and evaluation of the requirement for correct spec enabling the supplier to quote. (Eg: Detailed part numbers and machine details)
+ Identifying potential suppliers and obtaining quotations
+ Review and evaluation of quotations to add value in both technical and pricing data with the support of relevant technical teams. Include price negotiation.
+ Decide on the most suitable mode of logistics (Incoterm: CFR, CIF, CPT, FOB, EXW, etc.) and payment term (CAD, TT, LC, etc.)
+ PO approval through COUPA system. Ensure timely creation of PO in the systems without errors.
+ Ensure the PO is received to the supplier on time and start communications to initiate the order processing
+ Preparation of documentation for payment processing and obtaining relevant approvals.
+ Coordinating with the payments team and supplier for clarifications and additional data when payment processing
+ Follow up with the payments team until the payment is done.
+ Continuous follow up with the supplier for order status in meeting the delivery target.
+ Communicate the payment details to the supplier
+ Arranging clearance agents depending on the incoterm with the help of shipping team.
+ Monitor to ensure timely dispatch with all correct documents depending on the mode of dispatch.
+ - Obtaining relevant copies of dispatch documents from supplier in order to initiate the clearance process
+ Preparation of documents for registration for clearance with shipping team
+ Involve with the payments teams to arrange customs duty on priority basis in urgent conditions.
+ Coordinate with clearance agent in providing information on goods under clearance when required
+ Ensure the goods are safely cleared out from customs
+ Decide on truck arrangement for transporting. (size, weight, lifting, covered, urgency, route, safety., etc)
+ Coordinate with the transporter until the goods reach the factory premises.
+ Arranging safe unloading at the factory.
+ Ensure goods are delivered in right condition to the requester.
Vendor Management System - Responsible for onboarding, unblocking, and modifying vendor data in the vendor management system.
+ Obtain the necessary documents from the vendors.
+ Obtain the approvals to submit the request to the Velocity portal.
+ Follow up with the individuals or teams in the approval flow.
+ Ensure case completion within a reasonable period of time.
In addition, below responsibilities are also within the scope of role:(1) Responsible for entire warehousing operation at Agarapathana and Ingiriya.
+ Overseeing the receipt, storage, and distribution of goods (BMF and other RM and PM) to ensure accurate inventory levels.
+ Managing warehouse staff including trainings.
+ Ensuring the warehouse complies with safety regulations and maintaining a safe working environment.
+ Overseeing the maintenance and proper use of warehouse equipment such as pallet trucks.
+ Implementing and improving warehouse processes and systems to enhance efficiency and productivity.
+ Managing warehouse budgets and controlling costs to improve profitability.
+ Addressing any issues that arise in the warehouse operations, such as inventory discrepancies or shipment delays.
(2) Managing overseas customers to fulfil orders.- Primary duties include answering customer questions and resolving problems, coordinating with QA, manufacturing and shipping departments and monitoring progress.(3) Attending audits and providing information.- PSVs, PACE, SMETA etc.REQUIRED QUALIFICATIONS
+ Bachelors' Degree in Transport & Logistics Management, Business Management, Supply Chain Management or related discipline.
+ 2-3 Years of experience in Supply Chain, especially in Procurement.
+ Experience in FMCG industry would be an added advantage.
PREFERRED QUALIFICATIONS
+ Lean Six Sigma or TPM practitioner
+ ISO safety & FSM certifications
Unilever is an organisation committed to equity, inclusion and diversity to drive our business results and create a better future, every day, for our diverse employees, global consumers, partners, and communities. We believe a diverse workforce allows us to match our growth ambitions and drive inclusion across the business. At Unilever we are interested in every individual bring ing their 'Whole Self' to work and this includes you! Thus if you require any support or access requirements, we encourage you to advise us at the time of your application so that we can support you through your recruitment journey.
Job Category: Supply Chain
Job Type: Full time
Industry:
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0
International Customer Services Specialist (Sri Lanka and Maldives)
Colombo, Western Province
Pearson
Posted 8 days ago
Job Viewed
Job Description
**International Customer Services Specialist (Sri Lanka and Maldives)**
As an International Customer Services Specialist, you will handle queries by phone, email, live chat and on occasions, walk in customers. You will assist customers with registration, certification, and resolving complex issues related to Pearson qualifications.
**Location:** World Trade Center, East Tower, Colombo 1, Sri Lanka - Centrally located and accessible through public transport. You will be required to work from office to support walk in customers
**Full-time:** **45 hours per week**
**Flexibility in Work Schedule**
At Pearson, we value flexibility and understand the importance of work-life balance. Occasionally, you may be required to work on a Saturday or Sunday. In compensation, you will be provided with a compensatory leave to be arranged in mutual agreement with your manager.
**The Team**
"Our team says: 'Working at Pearson has been an incredible journey. The support and camaraderie here are unmatched.'"
Join our dynamic and friendly Customer Services team in Sri Lanka, where you'll collaborate with colleagues in the Sales role as well as Customer Services teams in our UK office in Manchester and other international hubs in Singapore and India to deliver our globally recognised qualifications.
Our Customer Services team is a close-knit group of 22 friendly, hardworking, and customer-focused colleagues. We also support Schools and Colleges during busier periods, ensuring a seamless experience for all.
We believe in the power of difference and are committed to creating an inclusive and diverse work environment where everyone can be themselves.
At Pearson, we are dedicated to your professional growth. You'll have access to ongoing training and development opportunities to help you excel in your role.
**Main Purpose/Objectives of the Role:**
**Who are we looking for?**
We're excited to hear from you if you have a background in Customer Service or possess the skills to deliver outstanding service to our customers. We're seeking individuals who thrive in a team environment, are comfortable collaborating with multiple departments, and show the initiative and confidence to work independently when needed.
You will be delivering exceptional service to meet our customers' evolving needs under pressure. The education sector is constantly changing, and we need our team to be adaptable and dynamic, ready to take on new information quickly.
Our Customer Service Specialists are the first point of contact for our customers, answering queries by phone, email, and live chat. You'll be the expert on hand to support them with any queries related to the administration and delivery of Pearson qualifications, from registering learners to certification.
We're looking for problem-solvers who won't be daunted when things go wrong and, with training, will be comfortable resolving complex and urgent queries.
This isn't your average contact centre environment. We don't have any call scripts or unrealistic targets; we just want our customer service team to offer outstanding support and be the voice of Pearson.
**Experience**
We are looking for individuals with a background in Customer Service or the ability to demonstrate the skills required to deliver excellent customer service. If you have experience working in a team, basic proficiency in MS Word and Excel, and excellent communication skills, we want to hear from you.
You should be comfortable dealing with unhappy or unsatisfied customers and adaptable to sudden changes within the educational system. Flexibility to meet our customer and business needs throughout the academic year is essential.
Problem-solving skills and self-motivation are key attributes we value.
Proficiency in additional languages such as Sinhala and Tamil are highly desirable and will be a significant asset in supporting our diverse customer base.
If you're passionate about delivering outstanding customer service and thrive in a dynamic environment, we want to hear from you.
**Who we are:**
At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn't just what we do. It's who we are. To learn more: We are Pearson.
Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are based on qualifications, merit and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We strive for a workforce that reflects the diversity of our communities.
If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing
Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.
**Who we are:**
At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn't just what we do. It's who we are. To learn more: We are Pearson.
Pearson is an Equal Opportunity Employer and a member of E-Verify. Employment decisions are based on qualifications, merit and business need. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.
If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing
**Job:** Customer Success
**Job Family:** GO_TO_MARKET
**Organization:** Assessment & Qualifications
**Schedule:** FULL_TIME
**Workplace Type:** On-site
**Req ID:** 20252
As an International Customer Services Specialist, you will handle queries by phone, email, live chat and on occasions, walk in customers. You will assist customers with registration, certification, and resolving complex issues related to Pearson qualifications.
**Location:** World Trade Center, East Tower, Colombo 1, Sri Lanka - Centrally located and accessible through public transport. You will be required to work from office to support walk in customers
**Full-time:** **45 hours per week**
**Flexibility in Work Schedule**
At Pearson, we value flexibility and understand the importance of work-life balance. Occasionally, you may be required to work on a Saturday or Sunday. In compensation, you will be provided with a compensatory leave to be arranged in mutual agreement with your manager.
**The Team**
"Our team says: 'Working at Pearson has been an incredible journey. The support and camaraderie here are unmatched.'"
Join our dynamic and friendly Customer Services team in Sri Lanka, where you'll collaborate with colleagues in the Sales role as well as Customer Services teams in our UK office in Manchester and other international hubs in Singapore and India to deliver our globally recognised qualifications.
Our Customer Services team is a close-knit group of 22 friendly, hardworking, and customer-focused colleagues. We also support Schools and Colleges during busier periods, ensuring a seamless experience for all.
We believe in the power of difference and are committed to creating an inclusive and diverse work environment where everyone can be themselves.
At Pearson, we are dedicated to your professional growth. You'll have access to ongoing training and development opportunities to help you excel in your role.
**Main Purpose/Objectives of the Role:**
**Who are we looking for?**
We're excited to hear from you if you have a background in Customer Service or possess the skills to deliver outstanding service to our customers. We're seeking individuals who thrive in a team environment, are comfortable collaborating with multiple departments, and show the initiative and confidence to work independently when needed.
You will be delivering exceptional service to meet our customers' evolving needs under pressure. The education sector is constantly changing, and we need our team to be adaptable and dynamic, ready to take on new information quickly.
Our Customer Service Specialists are the first point of contact for our customers, answering queries by phone, email, and live chat. You'll be the expert on hand to support them with any queries related to the administration and delivery of Pearson qualifications, from registering learners to certification.
We're looking for problem-solvers who won't be daunted when things go wrong and, with training, will be comfortable resolving complex and urgent queries.
This isn't your average contact centre environment. We don't have any call scripts or unrealistic targets; we just want our customer service team to offer outstanding support and be the voice of Pearson.
**Experience**
We are looking for individuals with a background in Customer Service or the ability to demonstrate the skills required to deliver excellent customer service. If you have experience working in a team, basic proficiency in MS Word and Excel, and excellent communication skills, we want to hear from you.
You should be comfortable dealing with unhappy or unsatisfied customers and adaptable to sudden changes within the educational system. Flexibility to meet our customer and business needs throughout the academic year is essential.
Problem-solving skills and self-motivation are key attributes we value.
Proficiency in additional languages such as Sinhala and Tamil are highly desirable and will be a significant asset in supporting our diverse customer base.
If you're passionate about delivering outstanding customer service and thrive in a dynamic environment, we want to hear from you.
**Who we are:**
At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn't just what we do. It's who we are. To learn more: We are Pearson.
Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are based on qualifications, merit and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We strive for a workforce that reflects the diversity of our communities.
If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing
Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.
**Who we are:**
At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn't just what we do. It's who we are. To learn more: We are Pearson.
Pearson is an Equal Opportunity Employer and a member of E-Verify. Employment decisions are based on qualifications, merit and business need. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.
If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing
**Job:** Customer Success
**Job Family:** GO_TO_MARKET
**Organization:** Assessment & Qualifications
**Schedule:** FULL_TIME
**Workplace Type:** On-site
**Req ID:** 20252
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1
Customer Product Support (SL Nights)
Colombo, Western Province
InEight
Posted 23 days ago
Job Viewed
Job Description
**Company Description:**
InEight is a leader in construction project controls software, empowering over 850 companies taking on challenging projects in industries including construction and engineering; transportation infrastructure; mining; water; power and renewables; and oil, gas and chemical. Uniquely suited to capital construction and other complex work, our integrated modular software manages projects with over $1 trillion globally.
Based in Scottsdale, Arizona, InEight supports a remote work model with employees working throughout the United States, Canada, Australia, Sri Lanka and Europe. InEight, an ISO 9001:2015-registered company, is a subsidiary of Kiewit Corporation (Kiewit). Kiewit, through its subsidiaries, is one of North America's largest and most respected construction and engineering organizations.
InEight is a fast-paced, innovative company comprised of high-energy teams of self-starters playing integral roles in shaping the future of capital projects around the world. Our industry-leading solutions, dedicated employees, and proven leadership team provide a solid foundation to support our continued growth and success.
***The successful candidate will be required to work Australian time zone hours including weekends.**
**Position Summary:**
The Customer Product Support position provides a great opportunity to become a product expert while providing support to our customers. Duties include taking inbound calls, providing functional support, troubleshooting, case management and providing overall support for InEight's product software suite. The customers who work with you will end up as raving fans, because of your capability and your empathy. You'll have proven processes to guide you, along with the guidance of your peers and other industry professionals when you need it, and autonomy to make decisions on your own.
This role will be based at InEight's Sri Lanka office located Colombo and can accommodate work-from-home arrangements
**Job Responsibilities:**
+ Gather complete information from customers, document steps taken, research the knowledge base for known solutions, isolate cause and take restorative actions while minimising disruption to the customer's business operation.
+ Acquire and maintain a strong functional working knowledge of InEight's core products, with emphasis on the customer support aspect.
+ Walk customers through complex construction workflows specific to capital projects and other construction related projects.
+ Provide functional support with project estimates and budget controls.
+ Monitor and respond to customer inquires through InEight's ticketing system in a timely manner.
+ Act with an appropriate sense of urgency and follow up with customers to ensure issues are resolved to the customer's satisfaction.
+ Facilitate remote meetings with customers and/or internal resources for troubleshooting and information gathering when necessary.
+ Ability to adhere to customer SLA's and escalate as needed.
**Requirements:**
+ At least one year of prior software application support and troubleshooting experience required.
+ A background supporting complex software is ideal
+ Experience with Microsoft Office Suite of products and operating systems, particularly with Excel macros
+ Experience using Bluebeam and Adobe preferred but not essential
+ An understanding and application of API integrations preferred but not essential
+ Bug tracking experience required, Azure DevOps preferred
+ Case tracking experience required, Service Now preferred
+ Customer communication via phone and/or video required
+ SaaS troubleshooting experience is ideal
+ Deductive logic, complex problem solving and excellent trouble shooting skills.
+ Self-directed, able to prioritize and effectively handle many incidents at a time.
+ Exceptional customer service, organizational, and time management skills.
+ Excellent written and verbal communication skills.
+ A positive, willing and able attitude.
InEight Inc. is an Equal Opportunity Employer, (EOE) and will consider all applications without regard to race, marital status, sex, age, color, religion, national origin, veteran status, disability or any other characteristic protected by law.
#InEight
InEight is a leader in construction project controls software, empowering over 850 companies taking on challenging projects in industries including construction and engineering; transportation infrastructure; mining; water; power and renewables; and oil, gas and chemical. Uniquely suited to capital construction and other complex work, our integrated modular software manages projects with over $1 trillion globally.
Based in Scottsdale, Arizona, InEight supports a remote work model with employees working throughout the United States, Canada, Australia, Sri Lanka and Europe. InEight, an ISO 9001:2015-registered company, is a subsidiary of Kiewit Corporation (Kiewit). Kiewit, through its subsidiaries, is one of North America's largest and most respected construction and engineering organizations.
InEight is a fast-paced, innovative company comprised of high-energy teams of self-starters playing integral roles in shaping the future of capital projects around the world. Our industry-leading solutions, dedicated employees, and proven leadership team provide a solid foundation to support our continued growth and success.
***The successful candidate will be required to work Australian time zone hours including weekends.**
**Position Summary:**
The Customer Product Support position provides a great opportunity to become a product expert while providing support to our customers. Duties include taking inbound calls, providing functional support, troubleshooting, case management and providing overall support for InEight's product software suite. The customers who work with you will end up as raving fans, because of your capability and your empathy. You'll have proven processes to guide you, along with the guidance of your peers and other industry professionals when you need it, and autonomy to make decisions on your own.
This role will be based at InEight's Sri Lanka office located Colombo and can accommodate work-from-home arrangements
**Job Responsibilities:**
+ Gather complete information from customers, document steps taken, research the knowledge base for known solutions, isolate cause and take restorative actions while minimising disruption to the customer's business operation.
+ Acquire and maintain a strong functional working knowledge of InEight's core products, with emphasis on the customer support aspect.
+ Walk customers through complex construction workflows specific to capital projects and other construction related projects.
+ Provide functional support with project estimates and budget controls.
+ Monitor and respond to customer inquires through InEight's ticketing system in a timely manner.
+ Act with an appropriate sense of urgency and follow up with customers to ensure issues are resolved to the customer's satisfaction.
+ Facilitate remote meetings with customers and/or internal resources for troubleshooting and information gathering when necessary.
+ Ability to adhere to customer SLA's and escalate as needed.
**Requirements:**
+ At least one year of prior software application support and troubleshooting experience required.
+ A background supporting complex software is ideal
+ Experience with Microsoft Office Suite of products and operating systems, particularly with Excel macros
+ Experience using Bluebeam and Adobe preferred but not essential
+ An understanding and application of API integrations preferred but not essential
+ Bug tracking experience required, Azure DevOps preferred
+ Case tracking experience required, Service Now preferred
+ Customer communication via phone and/or video required
+ SaaS troubleshooting experience is ideal
+ Deductive logic, complex problem solving and excellent trouble shooting skills.
+ Self-directed, able to prioritize and effectively handle many incidents at a time.
+ Exceptional customer service, organizational, and time management skills.
+ Excellent written and verbal communication skills.
+ A positive, willing and able attitude.
InEight Inc. is an Equal Opportunity Employer, (EOE) and will consider all applications without regard to race, marital status, sex, age, color, religion, national origin, veteran status, disability or any other characteristic protected by law.
#InEight
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