Business Customers Support Specialist

Virtual Company; Indianapolis (IN); In loco; USD 34.000 - 39.000; Tempo pieno

Descrizione del lavoro

The Fountain Group is seeking a Business Support Specialist for an onsite role at the Indy Campus. In this 1-year assignment, you will join the Operations team to support field technicians and customer-facing personnel across the service journey, with training hours 8a-5p and occasional weekend coverage.

You will handle escalated issues, perform process audits, maintain documentation, and use ERP/CRM systems (SAP or Salesforce) while delivering accurate data entry and reporting.

Competenze

• Associates degree required.
• 1+ year of relevant experience.
• Customer support or field support experience preferred.
• Ability to solve complex problems promptly.
• Experience with ERP/SAP and/or Salesforce is highly beneficial.
• Strong data entry and MS Office/Google Apps skills.

Mansioni

• Act as primary contact for escalated issues across multiple processes.
• Perform quality audits and identify best practices or non-compliance.
• Serve as a resource to colleagues and customers on programs and procedures.
• Troubleshoot complex inquiries and document analyses for business operations.
• Provide reporting support and monitor rosters and territory responsibilities.
• Maintain program logistics using databases or spreadsheets.

Conoscenze

Customer service

Problem solving

Data entry

Oral and written communication

Agile learner

Formazione

Associates degree

Strumenti

SAP

Salesforce

ERP systems

CRM systems

Google Apps

MS Office

Descrizione del lavoro

Onsite

Hours: During training 8a-5p, Shift 12p-9p, some Weekends support may be required

Pay: $25-$28/hour

Duration:1 year with extensions based on performance and headcount approval

Title: Business Support Specialist

Hours: During training 8a-5p, Shift 12p-9p, some Weekends and Holidays

Location: Role will be onsite (Indy Campus)

The Opportunity:

This team is responsible for supporting customers throughout the service customer journey. As part of the Operations team, this position supports the organization through a number of tasks. The team primarily functions as a call center for our field technicians / customer facing personnel 24 hours per day, 7 days per week (including weekends and holidays).

The Ops Group is responsible for front/back office functions with regard to field support and case management. This includes resolving issues in our operating systems and researching problems that are encountered by our field representatives. This group will develop, maintain, and assemble information and documentation that supports business operations and standard operating procedures for one or more business units.

Additional Responsibilities:

• Acts as the primary contact for escalated issues and requests concerning multiple, at times complex, processes or procedures. Serves as a liaison to internal and external stakeholders as appropriate.
• Responsible for adhering to department guidelines and performing quality control program assessments by conducting audits to identify best practices, non-compliance, and errors. Makes corrections or communicate errors to individuals that can make the corrections. Ensured established programs continue to best practices. Solicit feedback from others to improve current processes.
• Actsas a key resource to others in the department and to internal or external customers on programs and or procedures.
• Troubleshoots and answers complex inquiries and conducts large scale documentation and analysis within a specific business support process.
• Provides reporting support, monitors field rosters and assigned territory responsibilities.
• Develops, maintains, and or assembles information/documentation that supports business operations and standard operating procedures for one or more business units.
• Acts as a primary contact for escalated issues and requests concerning multiple, complex processes or procedures. Serves as liaison to internal and external stakeholders as appropriate.
• Utilizes databases or spreadsheets to maintain program logistics and measure outcomes of program effectiveness.

Requirements:

• Associates degree required
• 1+ year of relevant experience
• Customer support and/or field support experience strongly preferred
• Proven ability to solve complex problems in a timely manner needed
• ERP and/or CRM systems experience strongly preferred. Of these SAP and/or Salesforce most beneficial. Must have ability to learn new systems.
• Advanced skills in data entry, Google Apps and Drives, MS Office, organization, oral and written communication
• Soft Skills: Customer Service focused, positive attitude, empathetic, agile learner

“We work in Life Sciences, Clinical, Engineering, IT, and more. Above all, we specialize in people.”

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