Unit Manager responsible for risk quantification and automation within the Risk Division at Luminor, a leading independent bank in the Baltics.
About the role
- Assistente de Suporte responsible for ensuring quality support on WPLEX solutions. The role involves training users and maintaining documentation to enhance customer experience.
Responsibilities
- Provide support to users by answering questions, offering guidance, and conducting training on the use of WPLEX solutions.
- Log, track, and update tickets in the ticketing system, ensuring that status, decisions, next steps, and deadlines are always clear to the team and the client.
- Diagnose issues, reproduce scenarios when applicable, and route requests appropriately to technical teams, providing complete context to avoid rework.
- Maintain continuity of service, ensuring alignment across shifts, analysts, and involved departments.
- Escalate and follow up on requests that involve other areas of the company, ensuring internal alignment and timely feedback to the client.
- Create and keep documentation up to date (support materials, manuals, guides, and knowledge base).
- Send and monitor customer satisfaction surveys and participate in initiatives for continuous improvement of internal processes and the customer experience.
Requirements
- Education: Bachelor's degree completed or in progress (or technologist) in relevant areas such as IT/Information Systems/Systems Analysis and Development (ADS), Engineering (Computer, Production, Transportation), Business Administration, Logistics, or related fields.
- Customer focus and empathy.
- Team spirit and collaboration.
- Clear and concise communication (oral and written), with strong writing skills for chat/email.
- Proactivity and autonomy to manage requests from start to finish.
- Organization, sense of urgency, and responsibility for meeting deadlines.
- Ability to analyze contexts, connect information, and maintain consistent records.
- Logical reasoning and abstraction skills to work with expert system rules.
- Familiarity with computers and standard work tools (Word, Excel, email, and messaging tools such as Slack or similar).
- Desired: basic English.
- Experience in customer service.
- Previous experience in companies, preferably in software, logistics, or transportation.
- Knowledge of ticket/project management tools (JIRA, Trello).
Benefits
- Home office allowance
- Meal/food voucher via Swile (flexible)
- Transportation voucher or parking
- Health plan (Unimed)
- Dental plan (DentalPrev) — 50% of monthly fee covered
- Life insurance (SulAmérica) — no copayment
- Partnership with Panvel Pharmacy
- Gympass
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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