Service agreement Analyst/ Customer Support

Collabera•Madison, WI

12d

About The Position

Established in 1991, Collabera has been a leader in IT staffing for over 22 years and is one of the largest diversity IT staffing firms in the industry. As a half a billion dollar IT company, with more than 9,000 professionals across 30+ offices, Collabera offers comprehensive, cost-effective IT staffing & IT Services. We provide services to Fortune 500 and mid-size companies to meet their talent needs with high quality IT resources through Staff Augmentation, Global Talent Management, Value Added Services through CLASS (Competency Leveraged Advanced Staffing & Solutions) Permanent Placement Services and Vendor Management Programs. Collabera recognizes true potential of human capital and provides people the right opportunities for growth and professional excellence. Collabera offers a full range of benefits to its employees including paid vacations, holidays, personal days, Medical, Dental and Vision insurance, 401K retirement savings plan, Life Insurance, Disability Insurance. Location: Madison, WI 53718 Duration: 12 months (Possibility to Hire) Role Summary/Purpose: Ensure first class service contract/OTR process execution on customer service contracts; install base data entry and data quality for assigned area. Ensure quality and integrity of the customer contracts/orders as they are entered into the system. Act as liaison/partner with Service Sales, Field Service and Customers to meet commitments and resolve issues.

Requirements

Associates degree in Business Administration, Finance, Marketing or related discipline and at least 1 year of customer service experience or a High School diploma/GED and 5 or more years of customer service experience.
High proficiency in MS Office Suite products (Word, Outlook, Excel, Access) to include a minimum 2 years experience working with MS Excel.
Ability to communicate using local language
Highly motivated goal-oriented self-starter with ability to work autonomously and as part of a team, takes initiative to make things happen, identifies what needs to be done and does it.
Ability to interact effectively with all levels of a matrix organization, both internally and with external customers.
Dependable: Being reliable, responsible, dedicated, committed, and fulfilling obligations
Adaptable/Flexible: Being open to change (positive or negative) in response to new information, different or unexpected circumstances, and/or to work in ambiguous situations in a high paced environment with changing needs
High Integrity: Accepting and adhering to high ethical, moral, and personal values in decisions, communications, actions, and when dealing with others

Responsibilities

Responsible for driving the overall execution of the client customer service contract loading into all applicable processes including additions, deletes and modifications to existing contracts.
This may include field communications and verification along with contract submission pre-work.
Work within all related systems Siebel, Oracle based (eOM) and Support Central to manage and complete all work.
Handle all types of work submitted into the department whether multi-vendor or core client product based offerings.
Maintain Install database accuracy by supporting field team and external customers via phone and email.
Work closely with field service sales and service, service marketing, and commercial solutions to resolve technical and process-related issues.
Effectively manage and prioritize various projects with minimal supervision