Job Description: VIE Operations & Customer Care 

Role Summary 

The Operations & Customer Care Support role strengthens the operational team by supporting recurring tasks, absorbing workload peaks, and coordinating internal actions across processes. The position focuses on hands‑on execution, basic reporting, and process follow‑up to ensure operational continuity, accuracy, and structured workflows. It is designed for a junior/intermediate profile oriented toward execution and transversal support. 

Key Responsibilities 

Support in Recurring Operational Tasks 

• Execute operational activities following established procedures. 

• Monitor shared mailboxes and classify/assign incoming requests.  

• Perform routine validations and ensure consistency in daily execution.  

• Escalate incidents according to defined escalation paths.  

2. Internal Coordination & Transversal Support 

• Allocate and monitor cases within internal tools.  

• Coordinate actions between internal teams when process dependencies arise. 

• Conduct initial documentation checks and support administrative steps in contracting workflows.  

3. Process Followup & Basic Reporting 

• Prepare simple reports on activities, incidents, or operational KPIs.  

• Maintain updated tracking lists and operational control files.  

• Support the maintenance and documentation of procedures.  

4. Support in Projects, Testing & Improvements 

• Participate in testing activities for new tools, processes, or system enhancements.  

• Record results and follow up on identified issues. 

• Contribute to minor operational improvements or implementation of new workflows.  

Required Skills & Qualifications 

Technical Skills 

• Good command of Microsoft Office tools (Excel, Outlook, SharePoint).  

• Ability to handle large volumes of data accurately.  

• Familiarity with case management or CRM tools is a plus.  

Soft Skills 

• Strong organizational skills and attention to detail.  

• Ability to perform repetitive tasks consistently and with low error rate.  

• Proactive attitude toward detecting issues and seeking clarification.  

• Good communication skills to coordinate with crossfunctional teams.  

• Collaborative mindset and willingness to learn.  

Candidate Profile 

• Junior or intermediate profile with strong execution focus. 

• Comfortable supporting multiple operational streams and adapting to workload peaks. 

• Processoriented, structured, and reliable in daily task execution. 

Work Environment 

• Hybrid work arrangement with flexibility between remote and office-based work  

• Collaborative IT team environment, reporting to Team Lead  

• No on-call rotation or after-hours requirements under normal circumstances  

• Dynamic energy trading setting with focus on operational excellence  

• Fully cloud-based infrastructure with emphasis on AWS technologies  

• Opportunity to work on both operational stability and innovative cloud development projects