.About the jobThe Digital Support/Global Administration Officer mission is to provide first level support, administration coordination, and incident management for all the activities in the EMEA region, according to the procedures in place and the services policies to ensure that follow-the-sun model is applied and fully granted to our clients, for the Neolink Client Support team.Your Main Activities areAct as responsible but not restricted of L1 (addressing all the inbound requests received through different channels) and L2 (managing incidents that are out of scope of L1 and coordinating with L3, if required, for a proper resolution of raised issues).Support onboarding process in Neolink, verifying that all requirements are in place for client setup.Assist clients on administration definitions like profiles, roles, rights, and accesses, aligned with details provided by implementation teams, Client Services Managers, and Relationship Managers regarding accounts' structure and contracted products and services.Conduct basic Neolink Client training (pre and post-sale) on-site or via 'web demo'.
Participate in Cross Training for knowledge transfer between the team and processes.Manage requests: assist clients with queries, issues, or problems in the system; manage administration requests according to local and global procedures; escalate unresolved open issues / high-risk items to Manager or L2.Incident & Support Management: act as the first level of investigation; manage incidents raisedby clients and coordinate with internal teams for crisis management; manage communication regarding ongoing incidents.Proactively collaborate in identifying improvement opportunities and developing projects for process enhancement.Profile and Skills to SuccessBehavioral SkillsAbility to collaborate/Teamwork: ExpertClient focused: ExpertAdaptability: ProficientCommunication skills - oral & written: ExpertCritical thinking: ExpertLanguages- English: Fluent- German: AdvancedTools and Methodologies- MS OFFICE PACK MICROSOFT EXCEL (Beginner)Experience, Academic Background & Other Qualifications- Field of Expertise: Client Management (0 - 2 years)- Academic Background: Bachelor's in Business Management (3-5 years)Why Join BNP Paribas?Leading banking institution: BNP Paribas is the European Union's leading bank, operating in 63 countries with nearly 183,000 employees.Our presence in Portugal: Established in 1985 with over 8,700 employees across 10 business entities and 11 excellence centres.International reach: Key positions in Retail Banking, Investment & Protection Services, and Corporate & Institutional Banking.Diversity and Inclusion commitment: Equal opportunity employer promoting equity and diversity in recruitment.Commitment towards work/life balance: Promoting integration between work and personal life for employee wellbeing