Digitalization Assistant

Description

Job Summary: We are seeking a professional to handle contact tracking, incident resolution, support for continuous improvement projects, and operational information management. Key Responsibilities: 1. Incident management and operational support in Madrid. 2. Support for continuous improvement projects and data analysis. 3. Liaison with systems and ticket tracking in Salesforce. **WORK LOCATION:** Calle Alsasua nº20, Madrid **RESPONSIBILITIES:** * Tracking and monitoring contact volume, preparing basic activity reports, and monitoring operational KPIs. * Supporting the review of incidents unresolved by automated tools (AI), classifying identified scenarios, and forwarding improvement proposals to the responsible person. * Exporting, extracting, and updating data in Excel and other tools, participating in analyses oriented toward continuous improvement projects in Customer Service. * Collecting, logging, classifying, and tracking tickets (incidents and requests) from internal users and agents. * Liaising with the IT department for ticket creation, escalation, and tracking in Salesforce or other platforms, monitoring ticket statuses and resolution times. * Supporting execution of predefined user acceptance testing (UAT), validating results, and reporting detected incidents. * Resolving simple operational queries from users regarding processes, tools, and internal procedures. * Developing, updating, and maintaining guides, manuals, FAQs, and instructions for the team and sales network. * Monitoring outcomes of implemented improvements, performing basic validation of changes made, and submitting periodic reports to the responsible person. * Consolidating operational information, tracking pending tasks, and coordinating reminders with involved departments. **EDUCATION REQUIREMENTS:** * Minimum: High School Diploma. * **Higher Vocational Training Degree** in fields such as: + Administration and Finance + Administration and Management + Information Technology and Communications + Commerce and Marketing **EXPERIENCE REQUIREMENTS:** * Preferred: 2 years of experience. * Experience in incident management, user support, and operational tasks. **REQUIRED KNOWLEDGE AND SKILLS:** REQUIRED IT SKILLS: * Proficiency with office tools (Excel, Outlook). * Basic knowledge of Salesforce or ticketing tools is preferred. SKILLS: * Organizational skills and ability to prioritize work time. * Orientation toward incident resolution. * Ability to communicate effectively with diverse teams. * Teamwork. * Proactive and solution-oriented profile. * Attention to detail.