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GBSC Helpdesk Representative
Ref No.: 18-02635
Location: O Fallon, Missouri
Position Type:Contract
Start Date / End Date: 06/18/2018 to 06/17/2019
Job Title: GBSC Helpdesk Representative
Job Location: O'Fallon, MO
Job Duration: 12 months

Job Description:

The Helpdesk Representative in the Global Business Service Center is responsible for resolving inquiries timely in a ticketing system, as well as covering the hotline and chats with customers. This individual will ensure that team targets and KPIs are met and/or exceeded and will support operational excellence and continuous improvement initiatives.
Major Responsibilities:
Inquiry Processing
• Successfully handles inquiries from internal and external customers.
• Requires minimal supervision to manage daily activities and is able to meet published deadlines for activities.
• Familiar with a performance management environment and is able to perform in accordance with targets.
• Recognizes and communicates potential issues to his/her team leader as appropriate.
• Performs ad hoc activities associated with the role.
• Adheres to Client internal policies
Customer Service
• Provides customer service support to help resolve issues in a timely manner
• Plans and organizes work so the Service Level Agreement objectives are realized
• Assists in establishing and maintaining strong, collaborative relationships with internal and external customers to ensure customer satisfaction
Tracks and documents mailroom operations as necessary

All About You:
• Familiar with the Procurement to Payment processes
• Knowledge of basic accounting and finance practices
• Problem solving and strong analytical skills
• Excellent time management and organizational skills
• Customer service skills (telephone and chat contact with internal customers)
• Possesses a sense of urgency, is flexible and collaborative
• Diligent, conscientious, detail-oriented

• Call Center and/or Service Center Experience
Familiar with a ticketing system
• Familiar with performance management and comfortable with a fast-paced environment
• Experience using Oracle Financials Accounts Payable module preferred
Working knowledge and use of office productivity tools (i.e., MS Outlook, MS Word)