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Customer Onboarding & Support Representative

You ensure that the services being transitioned are fit for purpose, meet the customer requirements and needs via the established onboarding processes. You ensure the services are understood by the relevant parties both internal and external via formalized training regimes. Finally, you ensure the services can ultimately be transitioned into the operational environment seamlessly via a robust Release Management process.

Customer Support
Brussels
Contractor
Employee

Key Result Areas

  • Creation and maintenance of onboarding documentation and apply transition information adaptations to the relevant systems
  • Adapt or create internal process and procedural documentation i.e. Onboarding, KYC and support models
  • SME contact for internal teams regarding onboarding and KYC
  • Execute customer onboarding and KYC activities
  • Coordinate testing regimes -Where appropriate ensure the customers are set up in the necessary systems, ensure the necessary environment access is permitted, ensure the necessary environments are prepared for testing and validation. Gather feedback and report to the relevant internal/external parties
  • Manage suppliers where appropriate to ensure operationally they fulfil their contractual obligations
  • Create training programs according to organizational needs
  • Create training documentation
  • Deliver both internal and external training
  • Facilitate the release scope definition process. Control scope content.
  • Liaising with all parties involved in the development, build and test to construct a viable release package
  • Reporting throughout the release cycle to internal and external stakeholders
  • Active participation in the planning of future releases and in the approval of release deployment and/or rescheduling

Requirements

Expertise

  • Bachelor degree or equivalent by experience
  • Excellent administrative skills
  • Stress resistant
  • Good negotiating and facilitation skills
  • Ability to adapt to change
  • Good presentation skills
  • Client service oriented and highly Customer focused
  • Effective communication and reporting skills
  • Project management basics (execute organizational (planning) and follow-up activities)
  • Tri-lingual French, Dutch, English preference is for a French native speaker

Technical Knowledge

  • ITIL V3 certification an advantage
  • Knowledge of toolsets such as Siebel, Jira, MS Dynamics CRM, SharePoint, Confluence are an advantage
Customer Onboarding & Support Representative
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