Job description

• Analyze Helpdesk Ticket and be accountable for resolution of the ticket

• Knows all types of Commission tickets open with the SIO team (6-8 types)

• Collaborate with cross-functional teams on daily basis for issue resolution, clearly provides details with examples for a timely response. Knows when to follow up and/or escalate cross-functional dependent ticket

• Facilitate tracking and maintain data for Compliance, Accuracy, Governance at the project level

• Understand process SLAs, commission calculation, Seller metrics by personas (Product/Services and Software offers)

• Use judgment to set up WebEx Teams meet with Seller for the complex case to avoid email back and forth and faster case resolution

• Be the business advisor for Seller and/or with Internal Cross-functional teams to help resolve Commission questions as a single POC

• Help and flag improvement areas related to processes, systems, and procedures if any

• Exercises sound judgment within generally defined processes, tools, and policies in developing methods, techniques, and evaluation criteria for obtaining results

Minimum Qualifications /skills

• Medium/Advanced skills with data, analysis, and creation of reports

• Knows to use excel to run reports, Pivot table

• Willingness to grow with the team and tackle process-specific tasks as required

• Good conflict resolution skills coupled with a proactive approach to identifying challenges before they reach "critical mass"

• Customer Service experience: Ability to talk to Sales/Seller via WebEx Teams or equivalent (Zoom/Microsoft Teams)

Preferred Qualifications/skills

• Previous experience as Customer Support Representative is strongly preferred.

• Proficiency to medium/expert skill level using MS Excel is a must; experience with other database tools is a plus

• Ideal candidate will have experience demonstrating solid analytical skills working with the cross-functional teams like finance, IT support teams, Sales and Customers

• Excellent communication and problem-solving skills

• English Support – No Language support needed

Analyze Helpdesk Ticket and be accountable for resolution of the ticket

• Knows all types of Commission tickets open with the SIO team (6-8 types)

• Collaborate with cross-functional teams on daily basis for issue resolution, clearly provides details with examples for a timely response. Knows when to follow up and/or escalate the cross-functional dependent ticket

• Facilitate tracking and maintain data for Compliance, Accuracy, Governance at the project level

• Understand process SLAs, commission calculation, Seller metrics by personas (Product/Services and Software offers)

• Use judgment to set up WebEx Teams meet with Seller for the complex case to avoid email back and forth and faster case resolution

• Be the business advisor for Seller and/or with Internal Cross-functional teams to help resolve Commission questions as a single POC

• Help and flag improvement areas related to processes, systems, and procedures if any

• Exercises sound judgment within generally defined processes, tools, and policies in developing methods, techniques, and evaluation criteria for obtaining results

Minimum Qualifications /skills

• Medium/Advanced skills with data, analysis, and creation of reports

• Knows to use excel to run reports, Pivot table

• Willingness to grow with the team and tackle process-specific tasks as required

• Good conflict resolution skills coupled with a proactive approach to identifying challenges before they reach "critical mass"

• Customer Service experience: Ability to talk to Sales/Seller via WebEx Teams or equivalent (Zoom/Microsoft Teams)

Preferred Qualifications/skills

• Previous experience as a Customer Support Representative is strongly preferred.

• Proficiency to medium/expert skill level using MS Excel is a must; experience with other database tools is a plus

• Ideal candidate will have experience demonstrating solid analytical skills working with the cross-functional teams like finance, IT support teams, Sales and Customers

• Excellent communication and problem-solving skills

• English Support – No Language support needed

Expected Start Date: 7/2/2022

Job Type: Full-time

Pay: $26.00 - $28.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• On call

Supplemental pay types:

• Signing bonus

Ability to commute/relocate:

• Charlotte, NC: Reliably commute or planning to relocate before starting work (Preferred)

Education:

• High school or equivalent (Preferred)

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