About us:

Ferrovial is one of the world’s leading infrastructure operators, committed to developing sustainable solutions. The company has presence in 6 main markets. It is a member of Spain’s blue-chip IBEX 35 index and is also included in prestigious sustainability indices such as the Dow Jones Sustainability Index and FTSE4Good. The aim of Ferrovial Corporation is to design the Company’s strategy, establishing global policies, guidelines and action guides related to the different functional areas of the Organization (Internal Audit, Finance, Human Resources, Legal, IT, Innovation, etc.), which subsequently are developed and adapted to the specificities of each Business Unit. Additionally, it performs a function of providing corporate services to the different companies of the group, while consolidating its information.

Job Description:

Summary: The Customer Support Supervisor will be an integral part of the Company by overseeing the day to day back-office operations of the including transactions and client requests. This role will supervise performance, productivity, and process, to ensure a high level of customer service quality. The Customer Support Supervisor will actively participate in the implementation and testing of central systems and will also be responsible to identify, escalate and track relevant project risks, monitor, and report on project progress and status, and review and make recommendations on operational and technical enhancements.

Essential Duties and Responsibilities:

• Manages the day-to-day operations of the organization's customer service desk identifying problems, prioritizing tickets, researching solutions, and resolved issues in a timely manner

• Provides direct, one on one customer support to resolve user problems and requests

• Utilizes performance metrics, key accountability measures, standard reporting, and ad-hoc analysis to manage the ongoing performance of the service desk in line

• Utilizes metrics to drive continuous process improvement and process improvements of the service desk

• Ensure full compliance with customer service and company policies

• Support testing and verification of system changes after implementation

• Oversee month end activities to ensure on-time completion of all operational activities to ensure timely month end closing within acceptable timeframes

• Oversee preparation and submission of required month-end reports

• Reporting and tracking of key performance indicators

• All other duties as assigned.

Qualifications (Knowledge, Skills & Abilities):

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required to fulfill those duties. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education & Experience:

• Bachelor’s degree preferred, or equivalent combination of experience in lieu

• 4 to 7+ years’ experience in the field of transaction processing environment

• Project/Program Management or Management experience including the coordination of multiple teams in a technology systems environment

Professional Qualities:

• Excellent communication skills including written and verbal communication

• Patience, empathy, and professionalism

• Effectively manage tasks, deadlines and individuals through vendor contracts

• Ability to interact with colleagues in a self-managed team structure

• Must be able to multitask, problem solve, and implement innovative processes within a fast-paced environment

• Display attention to detail

• Experienced in training, supporting, and motivating operational staff

Computer Skills:

• Familiarity with a variety of customer support technologies such as ServiceNow, Zendesk, etc.

• Must be able to demonstrate computer proficiency, especially as to Microsoft Excel, Word and Power Point and other PC based programs

• Working knowledge of Microsoft Project and Visio

Work Environment & Physical Demands:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The noise level in the work environment is usually quiet

• Minimal travel would be required

• The employee must occasionally lift and/or move up to 10 pounds

• Specific vision abilities required by this job include ability to adjust focus, as necessary to use a computer

• While performing the duties of this job, the employee is regularly required to talk or hear.

• The employee is frequently required to stand, walk and sit

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