Please share resume to indy@dantatechnologies.net
Position: Product support -User Provisioning Analyst
Location: Ann Arbor, Michigan
Remote : For now ( ~1 month)
Job Description :
Responsibilities and Expectations:
- Produce superior user provisioning results with customer experience excellence by ensuring the quality and level of user provisioning and support meets or exceeds the customers' expectations.
- Assume responsibility for all customer incidents; communicate status and expectations to internal colleagues and escalate as needed to meet or exceed SLAs.
- Accurately document all support activity in the tracking system within service level agreement (SLA) time frames and according to department guidelines and requirements.
- Propose improvements to products and processes (via knowledge base articles, support process documentation, support bulletins, etc.).
- Build productive cross/intra-departmental relationships.
- Provide basic support coverage for the Product Support team
- Customer support to internal colleagues and external customer users.
- Includes work schedule flexibility for off-hours.
- Other activities or responsibilities as required by business needs.
Minimum Qualifications
- Experience with customer support activities.
- Experience with user provisioning activities preferred.
- Customer Relationship Management tool experience required, SalesForce experience preferred.
- Professional interpersonal and communication skills, written format is main communication vehicle.
- Strong problem-solving and analytical skills with strong attention to detail required. Technical proficiency using software; user provisioning and written documentation experienced preferred.
- Strong initiative and ability to plan and prioritize work efficiently, multi-task, and work well under pressure with minimal direction.
- Ability to work well with others in team-oriented environment.
- Personal ownership of professional development.
- Proficiency in Microsoft Windows, Microsoft Office and expertise with web-based applications.
- Bachelor's degree or equivalent work experience required.