Service Support Associate

Iron Systems; Mohali; Vor Ort; INR 240.000 - 360.000; Vollzeit

Zusammenfassung

Iron Systems in Mohali, India is seeking a Support Service Associate to support the Vendor Management Team Lead in elevating service delivery maturity and stakeholder satisfaction. The role involves managing requisitions via VMS and in-house portals, coordinating with clients and freelancers, and ensuring adherence to SLAs.

Ideal candidates are graduates with strong English, MS Excel skills, and the ability to follow SOPs, work under pressure, and collaborate effectively within a team.

Qualifikationen

• Experience with requisition activity and VMS tools.
• Experience handling client and freelancer/vendor queries.
• Interview coordination and candidate sourcing experience.
• Familiarity with SLAs and service delivery processes.

Aufgaben

• Manage all stages of requisition activity using VMS technology and in-house portals.
• Handle day-to-day client and freelancer/vendor queries for workforce procurement.
• Coordinate interviews and sourcing of candidates.
• Maintain daily task tracker and attendance; ensure schedule adherence.
• Address client queries and provide solutions within TAT.
• Ensure SLAs are met and follow SOPs for service delivery.
• Escalate and resolve operational issues promptly.

Kenntnisse

English proficiency

MS Excel

Organization & deadlines

Attention to detail

SOP compliance

Problem solving

Analytical skills

Verbal and written communication

Team collaboration

Pressure handling

Independent work

Ausbildung

Any Graduate / Postgraduate

Tools

ServiceNow

SFDC

Freshdesk

Zendesk

Jira

Ticketing portals

Jobbeschreibung

Support Service Associate

Mohali PB - IND

Company Overview

Iron Systems is an innovative, customer-focused provider of custom-built computing infrastructure platforms such as network servers, storage, OEM/ODM appliances, & embedded systems. For more than 15 years, customers have trusted us for our innovative problem-solving combined with holistic design, engineering, manufacturing, logistics, and global support services.

Job Description

As an Associate, you will be reporting to the Vendor Management Team Lead and supporting him in discharging his deliverables. Your KRA includes but not limited to taking the team to the next level of delivery maturity and maximizing stakeholder satisfaction.

Relevant Experience: 0–3 years

Job Responsibilities

• Responsible for managing all stages of requisition activity using VMS technology & in-house portals, adhering to industry standards and company policy. This includes handling day to day Client & Freelancer/Vendor Queries for workforce procurement, sourcing of candidates, interview coordination, etc.
• Directly (via Job boards, Freelancer Field Service portals, LinkedIn etc.)
• Vendor Partners.
• Any other channel as per Company Directive
• To complete required login hours on daily basis, maintain self-discipline and attendance Schedule Adherence, Maintain a Daily Task Tracker
• Address the client queries and provide solutions within the TAT (Turnaround time)
• Maintain the entire service function experience.
• Adhere to the Service Level Agreement (SLAs)
• Address any problems or grievances to the reporting manager that may have a bearing on productivity or efficiency.
• Attaining Quality Threshold with respect to quality assurance and critical errors
• Ensuring briefing schedules are adhered to and attend 100% of the time.
• Ensure that the existing processes are strictly followed for Service Delivery
• Follow Standard Operating Procedures (SOP) to ensure execution and compliance of overall process cadences.
• Ensure timely execution of initiatives, incidents, and problems, and address operational issues.
• Execute performance management initiatives and KPIs.
• Good to have knowledge of cost-drivers and vendor market dynamics in the field services industry.
• Ensure the Technicians (Vendor or Freelancers) are assigned on the jobs as per SLA, as and when escalated.
• Good to have hands-on experience on portals like Ticketmaster, ServiceNow, SFDC, Freshdesk, Zendesk, Jira etc. Should be portal savvy.
• Ensure that appropriate approvals are in place before executing documents.
• Good to have prior knowledge of background verification requirements and drug tests as per local country law.

Required Skills

• Any Graduate / Postgraduate
• Proficient English reading and writing skills
• Proficient in Microsoft Office applications (MS Excel is mandatory)
• Highly organized of delivering to deadlines
• Exceptional attention to detail and output-oriented
• Ability to follow SOPs
• Problem-solving skills
• Effective analytical skills
• Excellent verbal and written communication is a must
• Good to have prior experience of working on ticketing portals.
• Ability to identify key issues and consistently apply a high standard of integrity, professionalism, expertise, and business ethics.
• Should have the ability to handle pressure and meet deadlines.
• Ability to work independently and as part of a team.

Mandatory Skills

Requisition Management, Vendor/Freelancer Coordination / Sourcing & Interview Coordination/ Client Query Handling/ MS Excel & MS Office/ Ticketing/CRM Tools(ServiceNow, SFDC, Freshdesk, Zendesk, Jira)/ Job Portals & LinkedIn Sourcing/ Team Collaboration