Digitalization Assistant

Description

Position Summary: We are seeking a proactive and solution-oriented candidate to support operational management, incident control, KPI monitoring, and continuous process improvement. Key Highlights: 1. Support in operational management and continuous improvement 2. Resolution of queries and incident tracking 3. Collaboration with teams and documentation development **WORK LOCATION:** Calle Alsasua nº20, Madrid **RESPONSIBILITIES:** * Monitoring and control of contact volume, preparation of basic activity reports, and tracking of operational KPIs. * Support in reviewing incidents not resolved by automated tools (AI), classification of identified case types, and forwarding improvement proposals to the responsible person. * Exporting, extracting, and updating data in Excel and other tools, participating in analyses aimed at continuous improvement projects in Customer Service. * Collection, registration, classification, and tracking of tickets (incidents and requests) from internal users and agents. * Liaison with the Systems Department for ticket creation, escalation, and tracking in Salesforce or other platforms, monitoring ticket statuses and resolution times. * Support in executing predefined User Acceptance Testing (UAT), validating results, and reporting detected incidents. * Resolution of simple operational queries from users regarding processes, tools, and internal procedures. * Development, updating, and maintenance of guides, manuals, FAQs, and instructions for the team and commercial network. * Tracking results of implemented improvements, basic validation of changes made, and periodic reporting to the responsible person. * Consolidation of operational information, control of pending tasks, and coordination of reminders with involved departments. **REQUIRED EDUCATION:** * 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 **REQUIRED EXPERIENCE:** * Preferred: 2 years of experience. * Experience in incident management, user support, and operational tasks. **REQUIRED KNOWLEDGE AND SKILLS:** REQUIRED IT SKILLS: * Proficiency in office tools (Excel, Outlook). * Basic knowledge of Salesforce or ticketing tools is desirable. 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.