3PP Transactional Support Specialist
About The Position
The role supports the Third-Party Portal (3PP) Transactional Support Manager by processing, monitoring, and coordinating customer work orders originating from third-party portals. The position ensures accurate entry, updating, documentation, and completion of service requests across multiple internal JCI systems, while maintaining compliance with customer requirements. The job requires ongoing collaboration with internal teams to drive resolution, maintain workflow accuracy, and deliver reliable reporting for assigned domains, customers, and portals.
Requirements
- 2–3 years of related work experience in the Fire domain.
- Proficient with JCI applications (Genesys and Oracle Ace)
- Skilled with Microsoft Office (Word, Excel, Outlook, Teams).
- Excellent written and verbal communication, customer service orientation, and strong critical-thinking abilities.
- High school diploma or equivalent.
Nice To Haves
- Experience with JCI internal systems and SharePoint.
- Familiarity with third-party portals such as ServiceChannel, Ariba, Coupa, etc.
Responsibilities
- Accept new work orders from Third-Party Portals (3PP).
- Create and manage service requests within JCI systems (Oracle ACE, Genesys, NxGen, Mastermind).
- Maintain accurate notes within both internal systems and third-party portals.
- Update service schedule dates in portals based on internal system data.
- Ensure compliance with customer-specific Not-to-Exceed (NTE) limits.
- Perform IVR check-ins and check-outs as required.
- Upload completion notes, inspection reports, and required documentation to the 3PP.
- Track work orders through invoice upload and finalization.
- Review the On-Hold report daily and address work orders requiring attention.
- Coordinate with internal teams (Service Support Coordinators and branch offices) via phone, email, or chat.
- Follow up on service progress and ensure work completion is accurately reflected on portals.
- Apply strong investigative and critical-thinking skills to resolve issues efficiently.
- Produce regular portal reporting for assigned domains (HVAC, Fire, Security), customers, and portals.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
