Since our founding, IDEMIA has been on a mission to unlock the world and make it safer through our cutting-edge identity technologies. Our technology leadership makes us the partner of choice for hundreds of governments and thousands of enterprises in over 180 countries, including some of the biggest and most influential brands in the world. In applying our unique expertise in biometrics and cryptography, we enable our clients to unlock simpler and safer ways to pay, connect, access, identify, travel and protect public places – at scale and in total security. Our teams work from 5 continents and speak 100+ different languages. We strongly believe that our diversity is a key driver of innovation and performance. PurposeYou'll be responsible for defining the maintenance strategy (planning and cost estimation) from the pre-sale phase to the award, ensuring the management and correct execution of the activities within the contractual framework, guaranteeing compliance with the commitments in terms of cost, time and scope. He is generally responsible for compliance with service levels and customer satisfaction through the timely management of requirements. He is also responsible for keeping costs to a minimum and developing new business by identifying complementary business opportunities.Key Missions Take technical decisions to resolve issues reported by customer. Establish and refine delivery processes to ensure every customer gets the same great experience from the early stage. Hold all service departments and employees within these teams accountable for carrying out required processes and tasks and providing excellent customer service. Responsible for contract support SLA compliance, leading action plans and decision making for resolution of escalated cases. Create and maintain the support strategy to ensure the proper operation of assigned contracts. Evaluate the customer experience against the KPI's established by the company. Ensure the efficiency and profitability of projects, find ways to reduce costs without affecting the overall customer experience. Profile & Other InformationKey skills Upper Intermediate English Level (B2 or higher). Good global technical understanding of IT systems (workflows, databases, communications, etc). Experience in resolution and SLA compliance. Help desk supervision experience. Experience in software development project management. Nice to have: PMP certificate. Excellent customer service, strong interpersonal and leadership skills. We offer Extra legal bonuses. Health insurance. Life insurance. Food bonus. Vacation bonus. Transportation bonus. Udemy membership. Hybrid setting (in Bogotá). And many more!
