Third-Party Portal (3PP) Transactional Support Specialist

Johnson Controls•Devens, MA

16d•$20 - $35

About The Position

This position reports to the Third-Party Portal (3PP) Transactional Support Manager. The individual will process and coordinate customer workorders based off new and existing portal transactions and coordinate with appropriate internal team(s) to facilitate transaction completion. Additionally, this individual will be responsible for producing regular Portal Reporting for their assigned combination of domain, customer and portal. How you will do it: For your assigned combination of Domain (HVAC, Fire, and/or Security), Customer, and Portal (client specific): Accept new work orders in the 3PP. Create service requests in JCI system (Oracle ACE/ Genesys/ NxGen/ Mastermind). Update notes in the JCI system with service details. Update portal notes with JCI service requests. Update service schedule dates in the portal from the JCI system Ensure Not to Exceed (NTE) limits, established by customer, are adhered to. Perform IVR (Check-In, Check-Out) as needed. Update completion notes in the 3PP. Attach inspection reports in the 3PP. Attach required documentation in the 3PP. Review On-Hold Report daily for service requests that require your attention. Track work orders until invoice-upload. Additionally, this role will require you to: Coordinate (via phone, email, and/or chat) with internal teams including (but not limited to) the Service Support Coordinators (SSC) and the appropriate branch office, follow up and reflect completed work in the appropriate portal. exercise a high level of investigation to achieve problem resolution. complete all other related duties as assigned.

Requirements

2-3 years of equivalent work experience
PC skills Microsoft Office Products e.g., Word, Excel, Outlook, and Teams
Excellent written and communication skills
Customer service background
Critical Thinking skills
High School Diploma or Equivalent

Nice To Haves

Proficiency with internal JCI systems and SharePoint
Familiarity with 3PP (Service Channel, Ariba, Coupa, etc.)

Responsibilities

Accept new work orders in the 3PP
Create service requests in JCI system (Oracle ACE/ Genesys/ NxGen/ Mastermind)
Update notes in the JCI system with service details
Update portal notes with JCI service requests
Update service schedule dates in the portal from the JCI system
Ensure Not to Exceed (NTE) limits, established by customer, are adhered to
Perform IVR (Check-In, Check-Out) as needed
Update completion notes in the 3PP
Attach inspection reports in the 3PP
Attach required documentation in the 3PP
Review On-Hold Report daily for service requests that require your attention
Track work orders until invoice-upload
Coordinate (via phone, email, and/or chat) with internal teams including (but not limited to) the Service Support Coordinators (SSC) and the appropriate branch office, follow up and reflect completed work in the appropriate portal
exercise a high level of investigation to achieve problem resolution
complete all other related duties as assigned