Customer Service Tech Support Specialist Job Vacancy in Alcon Fort Worth, TX 76116 – Latest Jobs in Fort Worth, TX 76116 – updated today

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Company Name : Alcon
Location : Fort Worth, TX 76116
Position : Customer Service Tech Support Specialist

Job Description : Alcon is looking to hire two (2) Customer Service Tech Support Specialists to support our customer service organization in Fort Worth, Texas. In this role, you will work closely with Customer Service and all facets of the business, provide support regarding system enhancements and process improvements, and provide timely problem resolution to minimize impact on productivity.

Major Accountabilities:
Support Customer Service

Monitors Share Point ticketing system, including document, interpret, and translate user needs and pain points into functional requirements for system capabilities and reporting.
Implement solutions to address issues and lead projects to improve efficiencies.
Develops and maintains technical tables within applications that support business needs. Provides technical/business process interface with EDI team.
Analyze and researches issues in order to make effective business decisions related to the deployment of system resources as well as developing solutions to resolve business issues.
Collaborates with representatives from cross-functional groups to identify and resolve business issues in a timely manner.
Identifies training opportunities to enhance and improve user effectiveness.
Act as a SPOC (single point of contact) for team and business partners with regards to system support, creation and management of ITSM incidents and SOs.
Monitor and ensure performance of SAP systems, including troubleshooting to reduce end user disruption

Support System Enhancements

Executes testing including both validation and regression testing.
Provide feedback to training and compliance team to support business needs as required for major changes including new and updated system logic, business policies and acquisitions along with day-to-day user needs.
Use an in-depth understanding of SAP, its database, hardware platform and operating system to conduct monitoring and troubleshooting in an effective, efficient manner.
Work directly with relevant departments within the organization (such as development and technical support teams), providing technical support, expertise and guidance as required.
Planning and supporting systems maintenance upgrades and patches

Support Electronic Orders

Provides technical/business process interface with EDI team.
Monitors in current ECC system for failed EDI orders.
Monitors developed reports, analyze and initiate appropriate actions.

Minimum Requirements:

High School Diploma or equivalent
The ability to fluently read, write, understand and communicate in English
1 Years of Relevant Experience

Preferred Requirements:

Bachelor’s Degree or equivalent years of directly related experience.
3-5 Years of Relevant Customer Service Experience
Technical acuity

Location: Fort Worth, Texas
Remote Work Option: Partial/Hybrid – Wednesdays & Fridays remote
Work Schedule: Alternating to support team during hours of 7am-6pm
Relocation Assistance Available: No
Sponsorship Available: Yes
Travel Requirements: None/Negligible

Alcon is an Equal Opportunity Employer and participates in E-Verify. Alcon takes pride in maintaining a diverse environment and our policies are not to discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, gender identity, marital or veteran status, disability, or any other legally protected status. Alcon is also committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please send an email to alcon.recruitment@alcon.com and let us know the nature of your request and your contact information.

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