PRC Admin

Job Description This is a remote position. What will you do? • Provide global escalation support across different software and product lines. • Engage all tickets with urgency, with excellent customer experience at heart of all you do. • Escalate and Deescalate tickets to appropriate support channels. o Accurately capture data within CRM. • Share insights and trends back to leadership & client. • Maintain a partner index updated with key data points. • Work as part of global team but also autonomously when required. • Communicate effectively internally and externally, including emails, social media, phone, and video conferences. • Meet or exceed internal KPIs and response time targets for urgent tickets, ensuring both timely resolution of customer issues and alignment with organizational objectives. • Exhibit strong teamwork skills while also demonstrating the ability to work autonomously when required. Requirements Skills & Qualifications: • Fluent / Native level of proficiency in English, both written and verbal • Exceptional attention to detail with the ability to articulate data insights and trends information • Slightly flexible with working hours to balance different regions • Familiarity with software and hardware products is a plus. Must be eager to learn new technologies. • Ability to empathize with the customer, partners and client contacts • Problem-solving mindset and passionate about delivering excellent customer experience • Proficient use of Microsoft Office Suite (especially Outlook, Excel and PowerPoint) • Experience working in multinational and multicultural environments is preferred • Working knowledge of Salesforce and/or other CRM tools is a plus • 2 years experience in similar workstream (Administration, ticket support, back office function)