DESKRIPSI PEKERJAAN
• Process User Management/UMT worklists requests within SLA
• Provide updates to the Sponsors, Implementation Managers and other relevant teams on the creation/maintenance of all supported products accounts.
• Follow strict instructions on creation/update of all supported product accounts as specified on Helpdesk Briefs/Communication Plans for each trial.
• Communicate with Sponsor via email regarding issues on creation/maintenance of all supported products and follow-up on resolutions in a timely fashion and ensure communication is accurate both verbally and in writing
• Ensure that all data is entered/updated correctly in the CRM system.
• Perform database system performance reporting tasks.
• Root Cause Analysis ticket owner for alerts and errors generated by the various products supported
• Complete QC activities for User Management activities completed by other Helpdesk Administrators
• Complete Site Allocation for all supported product Users in a timely fashion.
• Escalate promptly to Shared UM TL any issues with completion of User Management or compliance with SLA.
• Ensure compliance with customer Data Privacy and Security Policy
• Perform other administrative tasks as required
• Provide comprehensive administrative and operational support to the service projects to ensure successful project planning, execution, and delivery. This role involves managing QA evaluations, training, documentation, facilitating communication, tracking progress, user & client support, and assisting with various project-related tasks to keep projects on schedule and within budget
REQUIREMENT
Technical:
• Good working knowledge of Microsoft Office tools (Word, Excel, Outlook, etc.)
• Computer and Internet savvy
• Call/Contact Center ticketing tools, i.e. Zendesk, Salesforce (or similar CRM platform)
• Call/Contact Center call management tools, i.e. Avaya, 8x8 (or similar) good to have
Behavioral:
• User Management or Data Entry experience for at least 1 year
• Positive and enthusiastic personality and approach to work
• Ability to take right decisions, strong sense of ownership and accountability
• Ability to apply creativity to resolving problems
• Organized, accurate, with ability to multi-task
• Excellent written and verbal communication
• Willing to learn new skills and grow with the company
Qualifications [EDUCATION and/or EXPERIENCE]
• At least High school diploma or equivalent
• At least 1-year experience in Data Entry and Transcription services
• Previous experience in SSC/BPO and Customer Service (call handling and QA assessments) nice-to-have
Languages
• Excellent communication skills (both written and oral), with the ability to communicate professionally and confidently in English at all levels.
DETAIL LOWONGAN
- Umur -
- Min GPA -
- Min. Qualification D3
- Min Experience Staff
