Business Process & Support Senior Associate (Open to Remote)

Bertelsmann-Jobs•New York, NY

8h•$65,000 - $65,000•Remote

About The Position

The Business Process & Support Senior Associate will provide application and process support, assist with support administration and recurring operational tasks, and contribute to training, testing, and implementation activities. The role will develop expertise in select support areas, with opportunities to expand responsibilities based on demonstrated strengths, interests, and evolving business needs.

Requirements

Minimum 2 years of customer service experience; publishing experience a plus
Excellent communication, time management, and customer service skills
Ability to prioritize a high volume of work
Detail-oriented with the ability to see the big picture
Analytical and data driven
Skilled at learning new systems
Intermediate Excel skills
Adaptable to change and willingness/ability to wear multiple “hats” at once

Nice To Haves

publishing experience a plus

Responsibilities

Responds quickly to daily user issues and requests and maintains a positive relationship with stakeholders.
Troubleshoots internal system issues with the user community and IT. Triages and escalates appropriately.
Monitors the department inbox to ensure that all issues are escalated to the correct team member in a timely manner.
Suggest improvements to existing systems and processes by spotting trends in user issues.
Promotes knowledge transfer within and beyond the team by documenting issues and processes, building a knowledge base, and communicating best practices to users.
After establishing a significant knowledge base, trains users on core systems.
Performs recurring operational and administrative tasks supporting departmental systems and processes.
Participates in application testing, implementation activities, and departmental projects as appropriate.