Time and Expense Support Services Analyst I-00823

Description The Support Services Time and Expense Analyst provides guidance, assistance, coordination and follow-up on client questions or problems.

Under minimal supervision, respond to customers inquiries that come into the Global Solution Centre via the Remedy Call Tracking System as well as well as customer issues reported via the Telephone that concern support requests, systems status, and network connectivity.

Resolve functional T&E related issues that arise from the Firm's Global Financial Information System.

Work towards the resolution of functional software related issues as well as potential hardware or connectivity issues that may arise.

Work with internal subject matter experts to obtain resolution.

Identify sources and trends of functional and technical issues to help prevent future occurrences that will negatively impact the customer experience.

Root cause analysis should be provided. Analyst must be able to convey issue resolution to the customer as well as to share this information with other team members by documenting within the knowledge management framework.

Act as a lead and mentor to less experienced analysts.

Follow-up on specific inquiries or requests to ensure client satisfaction and compliance within the agreed upon customer Service Level Agreement. The Analyst is expected to be fully aware of escalation procedures as well as the notification to the management team of escalation failures.

Work closely with internal subject matter experts to ensure continual issue updates as well as ongoing product knowledge transfer.

Ability to follow-up on inquiries and requests to effectively set customer expectations on short and long term next steps.

Expected to participate in project or special assignments.

Knowledge and Skills
In addition to reproducing a customer error, the Analyst should be fully aware of new product features, enhancements, defect fixes as well as fully versed in departmental process and procedures that may have caused an impact to system functionality. Should be able to grasp the customer issue and consider the potential business impact when determining the classification of the issue priority and whether this is consistent within the framework of the standard operating procedure and Service Level Agreement.

Qualifications

To qualify, candidates must have:

* a bachelor's degree in Computer Science, Accounting or Finance/Economics
* approximately 0-3 years experience in a customer service/support center/call center role
*

Prior knowledge of web based T&E system functionality would be a significant plus
* background with PeopleSoft, as well as a support center call tracking system experience would be a plus
* analyst experience with support center best practices, Six Sigma, STI or Help Desk Institute (HDI) would be beneficial
* ability to demonstrate well-developed organizational and analytical skills
* ability to function in a dynamic environment subject to impromptu changes in schedules and priorities
* excellent customer service skills, with the ability to communicate well in person, in writing and on the telephone
* excellent interpersonal communication ability, advanced customer service skills, and a basic understanding of project management skills
* sufficient knowledge of support processes and workflows within a day to day operational environment to allow for the independent resolution of customer issues
* excellent ability to troubleshoot customer issues
* strong interpersonal skills to interact positively and productively with global customer base as well as local support/supervisory personnel
* background within a product release/deployment lifecycle