Description
The Specialist, System Support, Service Quality assists the sales and order management team in fixing relevant system issues in the ordering and quote to cash applications.
They also consistently enhance customer experience through improving timeliness in service delivery by achieving the guaranteed average turnaround time based on agreed product/process and reducing the resolution time with agreed quality.
Role Responsibilities:
- Responsible for supporting issues encountered within the implementation of the order to billing process and for providing ongoing order management support
- Displays proficiency and eye for business in solving, handling client concerns, coordinating nonconforming data issues, handling customer communications daily
- Own system issue support for the order life cycle, including order preparation, order monitoring, permissioning and billing/credits/cancellations for new and renewal orders
- Provide timely support and resolutions
- Handle and resolve internal queries relating to quote/order issues, billing and client account information errors
Qualifications & Experience Required:
- Previous experience in Order/Customer Support functions
- Applies general knowledge of business, developed through education, to make informed judgements
- Good data interpretation skills
- Good understanding of computer systems; knowledge on SAP, SalesForce and Siebel is an advantage
- Has excellent focus for accuracy, completeness and improvement for assigned tasks which leads to providing an excellent customer experience
- Ability to prioritize and has attention to details
- High interest about learning
- Should possess excellent written and verbal communication skills
- Ability to work independently on multiple activities, showing appropriate level of prioritization and critical issue management skills
- Should be willing to work in any shift schedule