DIGITAL ADVISOR

Cemex • Houston, TX

97d

About The Position

The Digital advisor will support the front-line agents of the Service & Support team in the troubleshooting and escalation of issues and requests. Collaborate with internal technical teams perform root cause analysis / troubleshooting to solve customer interactions within the service level agreement.

Requirements

• Bachelor's degree or equivalent amount of customer service experience.
• Business, logistics, or supply chain background is a plus.

Nice To Haves

• Bilingual Spanish strongly preferred.

Responsibilities

• Perform troubleshooting / fulfilment of issues and requests for our digital tools.
• If needed escalate issues / requests to our Global Support.
• Collaborate with technical teams to ensure issues are thoroughly researched and resolved in a timely manner.
• Provide issue resolution and root cause analysis to the case owner / front-line agent.
• Follow established process of documenting case resolutions within case management.
• Provide successful onboarding / demonstrations of our digital tools to external and internal customers.
• Shadowing/peer training / mentorship and additional duties as needed.
• Perform other job responsibilities as assigned by management.

Benefits

• Medical, dental, vision insurance
• 401(k)
• Paid Time Off
• Holiday Pay
• Comprehensive wellness program

What This Job Offers

• Industry: Nonmetallic Mineral Product Manufacturing
• Education Level: Bachelor's degree