Digital client support Specialist Israel Full-time Job

The role is within the Digital Client Support team for Israel branch part of Western Europe based in the Dublin Service Center. The Digital client support Specialist is responsible for proactively working with key internal relationships to provide technical support to Citi external clients and be a strong support to the team leader and section manager. This will include handling technical support enquiries and escalations; engage with clients using the most efficient method to resolve the query or liaise with higher levels of support to investigate further. Responsible for a broad range of topics across multiple applications. Responsibilities: • Key Responsibilities: • Provide technical support in respect of all Digital applications. • Investigate cases escalated from first level support, providing regular updates to both clients and colleagues. • Be accountable for all aspects of delivery and monitoring of the key performance measures that determine our delivery effectiveness by achieving monthly and weekly goals for investigation resolution. • Identify incidents or developing situations such as outages that could potentially lead to client complaints and alert management accordingly. • Collate and report key team performance metrics (MIS). • Continually seek quality and process improvements and proactively identify issues and trends through the review of MIS • Root cause analysis and proactively working with teams to address any issues / trends highlighted. • Lead by example with adoption of department standards on Email Etiquette, monitoring and tracking improvements, on the spot feedback culture when standards not applied • Represent DCS in cross-departmental meetings, knowledge forums and client conference calls as required. • Comply with all corporate policies and practices and adhere to audit and regulatory requirements. • Ensure adequate understanding and adherence to procedures as they apply to the unit and the site in general. • Support team leader and section manager compiling team communication on 'Who's Who' to increase awareness of R&R's outside of teams, and ensuring that Product/Coverage etc are only brought into queries when required • Be innovative through reviews of processes within each team, ensuring all tools are optimised • Support delivery of support in line with the intensity model • Participate in CAR & VOC processes for department, ensuring engagement for all stakeholders to increase client satisfaction • Provide support on Client Experience projects • Knowledge/Experience: • Knowledge of Digital applications is beneficial • Strong problem-solving ability • Excellent customer service skills • Experience with managing client relationships and delivering a high level of service • Ability to cope with multiple issues at the same time with varying priority • Unquestionable ethics, personal integrity, an understanding of implications of decisions and client confidentiality • Commitment to excellence • Valuing Diversity: Demonstrates an appreciation of a diverse workforce. Appreciates differences in style or perspective and uses differences to add value to decisions or actions and organisational success. • Education: • Specific qualifications, such as a degree, are not necessarily required for the role. Focus is placed on previous technical work experience, current skills and overall abilities. Hebrew language is required