The ICT Customer Support Officer is responsible for overseeing and improving our ICT processes, ensuring the smooth operation of our CRM system, and enhancing our business process automation.
This role requires a strategic thinker with strong technical skills and the ability to manage remote teams effectively.About Us:
NZ Study Trips is an Educational Consulting company that enrols worldwide students into educational institutes in New Zealand.
We use the Bitrix24 CRM and Intranet portal to manage customers, with new leads coming from social media advertising and website lead generation.
Our CRM is configured for business process automation to ensure efficient enrolment processes.
Our staff members work remotely from different countries, using Bitrix24 intranet portal as a unified system for collaboration.Key Responsibilities:
Oversee the day-to-day operations and delivery of IT services to ensure they meet business requirements.Maintain and optimize the Bitrix24 CRM system to ensure efficient customer management and enrollment processes.Implement and maintain business process automation to streamline operations.Respond to inquiries about Bitrix24 CRM software problems and provide solutions.Collaborate with remote staff members to ensure seamless communication and collaboration.Provide technical support and training to staff members as needed.Monitor and report on CRM system performance, identifying areas for improvement.Stay updated with the latest IT trends and technologies to ensure the company remains competitive.Manage the Social Media Assistant and ensure product description pages on the website are up to date.Provide after-hours support service as required due to time differences with CEE/CIS clients.Organizational alignment:
• Reports to the Managing Director.- This role is also assigned to support CEE/CIS Market and branch office in Kazakhstan.Qualifications:
Bachelor's degree in Information Technology, Computer Science, or a related field.Proven experience as an IT Customer Support Officer or in a similar role.Strong knowledge of Bitrix24 CRM system.Experience with business process automation.Ability to support remote teams effectively.Strong problem-solving and analytical skills.Excellent communication and interpersonal skills.Russian language proficiency is mandatory.Understanding of the CEE/CIS education market.Preferred Skills:
Strong experience in the education consulting industry.Knowledge of New Zealand's education system and institutions.Experience in digital advertising and lead generation.
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