Remote Business Process & Support Senior Associate

Bertelsmann-Jobs; New York (NY); Remote; USD 59,000 - 72,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401(k) with match

Paid time off

Job summary

Penguin Random House is seeking a Business Process & Support Senior Associate who can work remotely. The role handles application and process support, admin tasks, and contributes to training, testing and implementation activities for departmental systems.

Ideal candidates have at least 2 years of customer service experience, strong communication skills, and the ability to manage a high workload while adapting to changing priorities in a publishing environment.

Qualifications

• Minimum 2 years of customer service experience; publishing experience a plus
• Excellent communication, time management, and customer service skills
• Ability to prioritize a high volume of work

Responsibilities

• Responds quickly to daily user issues and requests and maintains a positive relationship with stakeholders
• Troubleshoots internal system issues with the user community and IT; triages and escalates appropriately
• Monitors the department inbox to ensure issues are escalated to the correct team member in a timely manner
• Suggests improvements to existing systems and processes by spotting trends in user issues
• Promotes knowledge transfer by documenting issues, building a knowledge base, and communicating best practices to users
• Trains users on core systems after establishing a knowledge base
• Performs recurring operational and administrative tasks supporting departmental systems and processes
• Participates in application testing, implementation activities, and departmental projects as appropriate

Skills

Customer service

Communication

Time management

Prioritization

Attention to detail

Analytical thinking

Learning new systems

Adaptability

Job description

Penguin Random House is seeking a Business Process & Support Senior Associate who can work remotely. The role handles application and process support, admin tasks, and contributes to training, testing and implementation activities for departmental systems.

Ideal candidates have at least 2 years of customer service experience, strong communication skills, and the ability to manage a high workload while adapting to changing priorities in a publishing environment.