PRC Admin

This is a remote position.

• Provide global escalation support across different software and product lines.
• Engage all tickets with urgency, ensuring excellent customer experience at the heart of all actions.
• Escalate and deescalate tickets to appropriate support channels and accurately capture data within CRM.
• Share insights and trends back to leadership and client.
• Maintain a partner index updated with key data points.
• Work as part of a global team while also acting autonomously when required.
• Communicate effectively internally and externally, including emails, social media, phone, and video conferences.
• Meet or exceed internal KPIs and response time targets for urgent tickets, ensuring timely resolution of customer issues and alignment with organizational objectives.
• Exhibit strong teamwork skills while also demonstrating the ability to work autonomously when required.

• Fluent/Native level proficiency in English, both written and verbal.
• Exceptional attention to detail with the ability to articulate data insights and trends.
• Some flexibility with working hours to balance different regions.
• Familiarity with software and hardware products is a plus; eagerness to learn new technologies is required.
• Ability to empathize with customers, partners, and client contacts.
• Problem‑solving mindset and passion for delivering excellent customer experience.
• Proficient use of Microsoft Office Suite (especially Outlook, Excel, and PowerPoint).
• Experience working in multinational and multicultural environments is preferred.
• Working knowledge of Salesforce and/or other CRM tools is a plus.
• At least 2 years of experience in a similar workstream (administration, ticket support, back‑office function).