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 

• Proficient in Spanish, English (B2 language level)

• Demonstrated expertise in a business-related field, backed by either a degree in Business Administration or 2+ years of professional experience in a relevant role.  

• Advanced proficiency in Excel with a proven ability to create macros, utilize complex functions, and perform in-depth pivot table analysis to drive business insights.  

• 1+ years of experience providing exceptional customer service to internal clients, ensuring a high level of satisfaction and successful outcomes.  

What could set you apart

• Proficient in ServiceNow and Salesforce, leveraging both platforms to manage workflows and generate key reports.  

• Utilized process optimization methodologies to create clear documentation, enhancing efficiency and reducing errors.

• Strong analytical skills with exceptional attention to detail, consistently delivering accurate and high-quality work.    

• A collaborative team player with a proven ability to work effectively in a team environment to achieve shared goals.