DcX IT Support Analyst

Clear understanding of digital customer engagement ecosystem which external customers interact with. Guide customers to the right platform within DcX space based on their specific needs

In this role, your responsibilities will be:
Act as a single point of contact for customer inquiries
Demonstrates basic knowledge of customer base, market channels and products
Effectively uses techniques, skills, equipment, procedures, and materials to answer inquiries accurately and completely
Responds to and documents proper information into service now, for all customer inquiries or complaints
Communicates effectively in a clear and understandable manner
Responsible for providing excellent service support for external and internal customers
Effectively identifies and evaluates solution options before making decision in a timely manner. Ability to recognize when escalation may be necessary
Researches and resolves customers' complaints timely and effectively
Act as a trusted advisor to customers, taking ownership of various (systems, product, etc.) inquiries and manage proactive communication effectively
Maintain high-level professional communication skills, delivering an exemplary level of Customer Service
Manage routing of inquiries to appropriate internal support teams
Manage customer inquiries with internal sales (inside/outside) teams and provide timely responses to customer

Who you are:

You build and deliver solutions that meet customer expectations. You provide timely and helpful information to individuals across the organization. You create teamwork allowing others across the organization to achieve shared objectives.

For this role, you will need:
BA/BS in Information Systems or related area plus 2 years related experience.
Excellent troubleshooting, problem solving and project management skills for internal technical consulting with other Emerson Groups and Divisions
Strong analytical and organizational skills, along with strong verbal and written communication skills
High degree of self-motivation and a passion for excellence in customer service
Self-managed sense of urgency
Position requires off-hours and on-call support
Excellent interpersonal skills, empathetic, able to balance compassion with know-how and tackle challenging situations
Ability to analyze problems, identify root causes and suggest viable solutions
Ability to work efficiently, multitask and prioritize tasks effectively
Excellent with using personal computers and Microsoft Office applications (Outlook, Excel, Word, Access, PowerPoint, etc.)

Our Offer To You:

We offer a competitive benefits package to recognize and support our employees such as private health insurance with dependent coverage, life insurance, flexible work opportunities, wellness center, door-to-door transportation, Asociacion Solidarista, Employee Resource Groups (ERGs) and career growth focus and many more.

Commitment with Diversity and Equal Opportunity

Emerson is committed to its core values and believes in respecting DE&I. We do not discriminate and welcome all qualified candidates to apply and become part of our family, no matter the gender identity, race, sexual orientation, disability, age, religion and/or nationality.

At Emerson, we have seven Employee Resource Groups that demonstrate our commitment with DE&I. Through continuous development of activities, programs, and social awareness. Our communities are:
Black Employee Alliance
Diverse Abilities
HOPE
LGTBIQ + Allies CR
Costa Rica SOMOS
Mosaic
Women's Impact Network

At Emerson, we are passionate about what we do. Our technology and engineering expertise has enabled us to be at the forefront of innovation for over a century. Our commitment to excellence and innovative technologies has positioned us as a leader in the world of automation solutions and engineering.

We believe that our success lies in the strength of our people; what sets Emerson apart is our unwavering dedication to fostering an inclusive and diverse environment. We firmly believe that diversity fuels creativity and innovation, allowing us to address sophisticated challenges with new perspectives. We embrace individuals from all walks of life, valuing their unique backgrounds, experiences, and ideas. When you join our team, you become part of a rich tapestry of talent that propels us forward.

We not only care about our people professionally but also personally. At Emerson, we understand the importance of work-life balance and strive to create an environment where individuals can grow both personally and professionally. We offer a range of development opportunities, mentorship programs, and support networks to ensure that our employees thrive in their careers and find fulfillment beyond the workplace.

ABOUT US

WHY EMERSON

Our Commitment to Our People

At Emerson, we are motivated by a spirit of collaboration that helps our diverse, multicultural teams across the world drive innovation that makes the world healthier, safer, smarter, and more sustainable. And we want you to join us in our bold aspiration.

We have built an engaged community of inquisitive, dedicated people who thrive knowing they are welcomed, trusted, celebrated, and empowered to solve the world's most complex problems - for our customers, our communities, and the planet. You'll contribute to this vital work while further developing your skills through our award-winning employee development programs. We are a proud corporate citizen in every city where we operate and are committed to our people, our communities, and the world at large. We take this responsibility seriously and strive to make a positive impact through every endeavor.

At Emerson, you'll see firsthand that our people are at the center of everything we do. So, let's go. Let's think differently. Learn, collaborate, and grow. Seek opportunity. Push boundaries. Be empowered to make things better. Speed up to break through. Let's go, together.

Accessibility Assistance or Accommodation

If you have a disability and are having difficulty accessing or using this website to apply for a position, please contact:

[email protected] .

ABOUT EMERSON

Emerson is a global leader in automation technology and software. Through our deep domain expertise and legacy of flawless execution, Emerson helps customers in critical industries like life sciences, energy, power and renewables, chemical and advanced factory automation operate more sustainably while improving productivity, energy security and reliability.

With global operations and a comprehensive portfolio of software and technology, we are helping companies implement digital transformation to measurably improve their operations, conserve valuable resources and enhance their safety.

We offer equitable opportunities, celebrate diversity, and embrace challenges with confidence that, together, we can make an impact across a broad spectrum of countries and industries. Whether you're an established professional looking for a career change, an undergraduate student exploring possibilities, or a recent graduate with an advanced degree, you'll find your chance to make a difference with Emerson. Join our team - let's go!

No calls or agencies please.
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