$104 - $150/hr
Hands-on experience with enterprise planning processes (e.g., FP&A or FCR, Supply Chain, Workforce, Sales Performance) in a presales, solution consulting, or business transformation role (SaaS ...
$104 - $150/hr
Hands-on experience with enterprise planning processes (e.g., FP&A or FCR, Supply Chain, Workforce, Sales Performance) in a presales, solution consulting, or business transformation role (SaaS ...
Fcr information
What is an FCR?
FCR stands for 'First Call Resolution,' which is a key performance metric used primarily in customer service and call centers. It refers to the ability to resolve a customer's issue, question, or request during their first contact with a representative, without the need for follow-ups. Achieving high FCR rates is important as it leads to increased customer satisfaction, reduced operational costs, and improved efficiency. FCR can also refer to a job title, such as a First Contact Resolution Specialist, whose primary responsibility is to address and resolve customer concerns promptly and effectively.
What skills and qualifications are needed to thrive as an FCR (First Call Resolution) specialist?
To thrive as a First Call Resolution (FCR) specialist, you need strong problem-solving abilities, in-depth product or service knowledge, and typically a high school diploma or equivalent. Familiarity with customer relationship management (CRM) systems, call center software, and ticketing platforms is essential. Excellent communication, active listening, and patience are vital soft skills for addressing customer concerns efficiently. These capabilities ensure customer satisfaction and loyalty by resolving issues promptly and effectively on the first contact.
How does an FCR (First Call Resolution) specialist collaborate with other departments to resolve customer issues?
FCR Specialists often work closely with departments such as technical support, billing, and product teams to address customer concerns quickly and effectively. When a customer presents a complex issue, the FCR Specialist may coordinate with these teams to gather information or escalate cases as needed, ensuring a smooth and timely resolution. This collaboration requires strong communication skills and a proactive approach to problem-solving, as well as a thorough understanding of internal processes. Being effective in this role often means building strong working relationships and staying updated on the latest product or policy changes.
What is the difference between Fcr vs Customer Service Representative?
| Aspect | Fcr | Customer Service Representative |
|---|---|---|
| Required Credentials | High school diploma or equivalent; industry-specific certifications | High school diploma or equivalent; customer service training often preferred |
| Work Environment | Call centers, technical support, or client service settings | Call centers, retail, or office environments |
| Employer & Industry Usage | Telecommunications, IT, or service industries | Retail, telecom, banking, and service sectors |
| Common Search & Comparison Intent | Understanding role differences, responsibilities, and skills | Customer interaction, problem-solving, and communication skills |
Fcr and Customer Service Representative roles often overlap in customer support environments. Fcr typically focuses on technical or specialized support, requiring specific certifications, while Customer Service Representatives handle general customer inquiries. Both roles are vital in service industries, but Fcr positions often demand more technical knowledge and certifications.
What are popular job titles related to Fcr jobs in Ohio?
For Fcr jobs in Ohio, the most frequently searched job titles are:
What job categories do people searching Fcr jobs in Ohio look for?
The top searched job categories for Fcr jobs in Ohio are:
- Full Time Remote Customer Service
- Online Customer Support Representative
- Work From Home Airport
- Customer Service Representative Remoto
- Remote Microsoft Customer Support
- Work From Home International Microfinance
- Second Chance Work From Home
- Call Center No Experience
- Director Customer Support
- Temporary Ikea Customer Service
$104 - $150/hr
Other
Posted 5 days ago
Job description
At Anaplan, we are a team of innovators focused on optimizing business decision-making through our leading AI-infused scenario planning and analysis platform so our customers can outpace their competition and the market.
What unites Anaplanners across teams and geographies is our collective commitment to our customers’ success and to our Winning Culture.
Our customers rank among the who’s who in the Fortune 50. Coca-Cola, LinkedIn, Adobe, LVMH and Bayer are just a few of the 2,400+ global companies who rely on our best-in-class platform.
Our Winning Culture is the engine that drives our teams of innovators. We champion diversity of thought and ideas, we behave like leaders regardless of title, we are committed to achieving ambitious goals, and we love celebratingour wins – big and small.
Supported by operating principles of being strategy-led, values -based and disciplined in execution, you’ll be inspired, connected, developed and rewarded here. Everything that makes you unique is welcome; join us and let’s build what’s next - together!
We are looking for a highly experienced technical strategist and innovator who enjoys solving business problems with enterprise AI solutions. This isn't about demoing software; it's about architecting a new future for how the world's leading companies plan, decide and act.
As a core Solution Consultant, you will join our presales team supporting some of our largest enterprise customers. You will be responsible for all aspects of the technical sales process by working directly with customers and collaborating with sales, domain specialists, business value consultants, product managers, customer success, and partners. A strong foundational understanding of FP&A or Financial Transformation, Supply Chain domain or Workforce planning will make you stand out to the Anaplan hiring team.
Why this Role Matters- Decision Making is moving fast in the AI era. Business leaders are no longer looking for just cost control – they need forecasting automation, cross-functional alignment, and real-time insights. You’ll help them get there.
- You’ll work with decision-makers at leading enterprise organisations, influencing outcomes that impact thousands of employees and billions in revenue.
- You’ll be working on the cutting edge of innovation to bring to life our vision of AI-driven scenario planning and analysis across a connected enterprise.
- Partner with account executives on technical strategy and sales process for accounts in your territory.
- Be the technical solution expert across platform capabilities, including AI, data modelling and planning applications.
- Lead discovery sessions that move beyond features and functions to uncover critical business needs.
- Design and deliver tailored, narrative-driven demos that directly address customer pain points and showcase a clear vision for their future.
- Execute proof-of-concept workshops that prove Anaplan's value in the customer’s own context.
- Serve as the voice of the customer to our product management teams, ensuring your insights from the field shape the future of the Anaplan platform.
- Coordinate and align specialist and product teams to help position multi-product solutions and mature complex opportunities to close.
- Develop a multi-year technology vision and roadmap with your customers in cooperation with the Anaplan Customer Success team.
- Fluency in German is required for this role.
- Hands-on experience with enterprise planning processes (e.g., FP&A or FCR, Supply Chain, Workforce, Sales Performance) in a presales, solution consulting, or business transformation role (SaaS/enterprise software preferred). Specific experience in FP&A is preferred.
- Experience collaborating with account executives and owning the technical sales process, including account strategy, discovery, demos, solution roadmaps and other technical validation steps.
- Strong grasp of value-based selling and storytelling,not just showing features and functions.
- Skilled in problem solving at the intersection of technology and business.
- Proven ability to make complex ideas sound simple, clear, and persuasive with experience in public speaking.
- Knowledge of enterprise AI platforms, GenAI, Agentic frameworks, machine learning, and data integration.
- Familiarity with EPM, CPM, BI, or ERP systems is a strong asset.
- Prior industry experience with aligned accounts is a plus.
We believe attracting and retaining the best talent and fostering an inclusive culture strengthens our business.
DEIB improves our workforce, enhances trust with our partners and customers, and drives business success.
Build your career in a place where diversity, equity, inclusion and belonging aren’t just words on paper – this is what drives our innovation, it’s how we connect, and it contributes to what makes us a market leader.
We believe in a hiring and working environment where all people are respected and valued, regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes people unique.
We hire you for who you are, and we want you to bring your authentic self to work every day!
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive equitable benefits and all privileges of employment. Please contact us to request accommodation.
C andidate data processed during our recruitment activities is handled in accordance with our Candidate Privacy Notice. This may include the use of artificial intelligence or automated tools to assist our team in evaluating qualifications.
About Anaplan
Sourced by ZipRecruiter
Here at Anaplan, we have reinvented how companies see, plan, and run their businesses. Our platform allows our customers to uncover new insights, connect their strategy to their plans, and work in ways they had not previously thought possible. We're growing fast, constantly innovating, and couldn't be prouder to help our customers move forward with confidence in a sophisticated and changing world. We are looking for forward-thinking people who put customer experience at the forefront of every decision. Individuals who thrive on challenges and are ready to grasp the opportunity of a lifetime. Because we fundamentally believe every colleague brings outstanding value to our whole. We are a workplace where each person feels seen, heard, and valued, and can contribute their unique talent to our collective effort. We believe that for ourselves and for our customers.
Industry
Technology, communication and media
Company size
1,001 - 5,000 Employees
Headquarters location
San Francisco, CA, US
Year founded
2006