Service Support Specialist

Job Title: Service Support Specialist
Location: Indianapolis, IN 46256
Job Type: 3 months+
 
Job Description:
The Opportunity:
The Client Operations team supports customers throughout the service customer journey by managing back-office functions related to field support and case management. This role resolves issues in operating systems and researches problems encountered by field representatives. The position also involves developing, maintaining, and assembling documentation to support business operations and standard operating procedures across one or more business units.
 
Key Roles & Responsibilities:

• Provide reporting support and monitor field rosters and assigned territory responsibilities
• Develop, maintain, and assemble information/documentation that supports business operations and standard operating procedures for one or more business units
• Act as the primary contact for escalated issues and requests involving multiple, often complex, processes or procedures
• Serve as a liaison to internal and external stakeholders as appropriate
• Utilize databases or spreadsheets to maintain program logistics and measure outcomes of program effectiveness
• Adhere to department guidelines and perform quality control program assessments by conducting audits to identify non-compliance and errors
• Make corrections or communicate errors to responsible individuals to ensure programs follow best practices
• Solicit feedback from others to improve current processes
• Act as a key resource to department staff and internal or external stakeholders on programs and procedures
• Participate in special projects requiring business area expertise
• Utilize unique perspectives and experiences to identify and recommend improvements to current processes
• Troubleshoot and respond to complex inquiries and conduct large-scale documentation and analysis within specific business support processes
• Identify areas of opportunity and recommend advanced solutions
• Maintain and continuously improve the quality system and achieve quality objectives through daily actions

 
Requirements:

• Associate’s degree with 1 year of relevant experience
• Proven ability to solve complex problems in a timely manner
• Comprehensive understanding of business processes related to supported area
• Strong organizational and planning skills
• Ability to handle multiple functions simultaneously
• Efficient and effective oral and written communication skills
• Intermediate computer skills, including advanced functions in various software packages

 
Preferred Qualifications:

• Bachelor’s degree in business, finance, accounting, or supply chain preferred
• Experience with SAP and Salesforce preferred
• Advanced skills in data entry, Google Apps and Drive, MS Office
• Strong organizational, oral, and written communication skills

 
Soft Skills:

• Customer service focused
• Positive attitude
• Empathetic
• Agile learner