Remote Business Process & Support Senior Associate

Penguin Random House; New York (NY); Remote; USD 59,000 - 72,000; Full time

Benefits offered by this job

Annual bonus

Comprehensive benefits

Job summary

Penguin Random House in the United States is seeking a Business Process & Support Senior Associate (Open to Remote) to provide application and process support, assist with support administration and recurring operational tasks, and contribute to training, testing, and implementation activities.

The role will develop expertise in select support areas, with opportunities to expand responsibilities based on strengths and business needs.

Qualifications

• Minimum 2 years of customer service experience.
• Excellent communication, time management, and customer service skills.
• Ability to prioritize a high volume of work.
• Detail-oriented with the ability to see the big picture.
• Analytical and data driven.

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 that all 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 within and beyond the team by documenting issues and processes, building a knowledge base, and communicating best practices to users.
• After establishing a significant knowledge base, trains users on core systems.
• 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

Detail oriented

Job description

Penguin Random House in the United States is seeking a Business Process & Support Senior Associate (Open to Remote) to provide application and process support, assist with support administration and recurring operational tasks, and contribute to training, testing, and implementation activities.

The role will develop expertise in select support areas, with opportunities to expand responsibilities based on strengths and business needs.