**Position Snapshot** Location: Lisbon, Portugal Company: Nestlé Business Services Full-time / Hybrid Work – 2 days per week at the office (aligned with our current Policy) **Position Summary** The CES Support Specialist supports the technical ecosystem of the CES Operations Center based in Lisbon that supports the operations of consumer engagement for several EUR markets, with the right level of priority and readiness, engaging with internal and external partners while being able to deal with a complex organizational model and several stakeholders. **A day in the life of...** + Supports Telephony solution requests and issues. Update and maintenance of the IVR flows, queues, dashboards and user management. (L2 support and triage process). Provide technical support to users who are experiencing problems with the tool, including troubleshooting. + Supports the CES supervisors and CES Performance Team Leadership from Nestlé Integrated Marketing Services (NBS – IMS) on Ad-hoc projects; + Supports CRM tool in admin tasks, new technical integrations and support on the automation needed. + Supports projects implementation, ensuring proper roll out and making sure actions and deadlines are performed and met; + Supports chat-bot , Integration with Other Systems (CRM) software, content management systems (CMS), and social media platforms, manage the chatbot's content, including creating new content, updating existing content, and removing outdated, provide technical support to users who are experiencing problems with the chatbot, including troubleshooting, technical issues, helping users navigate the chatbot's functionality, and providing solutions to technical problems. + Supports ways of working optimization increasing CES projects effectiveness and efficiency. Participate pilots and POC…. Drive initiatives of automation and self-service capabilities. + Gathers projects feedback and maps learnings, aiming to improve project rollout quality. + Continuously gather opportunities and ideas to improve the tools and technology. + Be up to date with tech trends and bring new ideas to improve operations. + Increase the adoption of the contact center tools and technology by leveraging the different features and functions to improve user experience. **What will make you successful** + A Bachelor’s degree in fields such as Computer Science, Software Engineering, and Information Technology, or any course that specializes in computer networking and hardware. + Knowledge in Ticketing systems (Service Now, Jira…) + Knowledge in CTI systems and Salesforce service cloud. + Should be familiar with programming languages, specially javascript. + Technology savvy and profound knowledge of computer and hardware systems. + High problem-solving skills, as an IT support specialist is required to effectively identify an issue and tackle them efficiently. + Well developed oral and written communication and interpersonal skills which enables an IT support specialist to efficiently understand and handle clients or staffs’ requirements, and also provide support in tackling technical issues, while also reporting to the upper management• Proven English skills: writing, reading, speaking;• Proven clear communication skills (team collaboration, call, chat, email, tickets, etc.) with excellent response times; • Proven team-oriented mentality and attitude where the work is approached with empathy, enthusiasm, ownership, responsibility, adaptability, balance, and resilience;• Successfully managed and led launch / roll out of projects;• Result oriented. **What we offer** Here at NBS Lisbon we care about our Talents, and we continuously work to have our teams engaged and our people achieving their best professional performance, without forgetting personal development and work-life balance. Joining NBS Lisbon will bring you: + Development of expertise in Nestlé’s Shared Services Business + Immersion in a culturally diverse team + Local and International Exposure + Flexible working environment + Engagement and wellbeing activities + Competitive salary and annual bonus according to your performance + Meal Card + Flex Benefits - At NBS Lisbon you can chose what benefit is more suitable to you + Make part of the Nestlé Club and get discount in several partners + Free coffee (and good coffee) + Company laptop and other equipment according to professional needs + Medical Support available at the Office + Free Shuttle + E-learning courses and training program to get you where you aim to be + Career progression and possibilities for International Career