Client Support Associate

Client Support Associate (E :IN20

Description Job Summary
The purpose of this position is to provide professional, accurate, timely and high-quality support to the volunteers and staff. In this role, the individual is responsible for help and manage the email inquiries into categories,and respond to some high volume common questions with using standard templates, generating reporting from Concur and distributing the same with stake holders. He/She operates within the established metrics and maintain these metrics to provide swift and accurate service at all times. He/She will assume ownership and accountability for resolution of all inquires, attend ongoing training to develop job skills, products/services knowledge. He/She recommends process improvements for optimal service.

Key Responsibilities
Assists volunteers and IEEE staff related to Concur expenses system Works in a global environment, interfacing with both internal IEEE staff as well as IEEE volunteers Coordinates related projects and activities, as needed Performs statistical & status reporting Assesses and recommends operational solutions to business processes and workflows Responds to volunteers and staff queries in a timely manner Generates the Concur reporting Supports Concentration Banking and Contract Management systems Assists in responding to volunteers' high volume common questions with canned template responses Supports volunteers and staff in resolving User access issues, e.g. username and password Maintains status of expense reports, contracts, etc Responds to inquiries, tracks, and escalates to management, as necessary Candidate must work effectively as part of a team, interacting professionally with all levels within the IEEE and volunteers. Builds sustainable relationships and trust with customer accounts through open and interactive communication Provides accurate, valid and complete information by using the right methods/tools Handles customer queries, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution Keep records of customer Follows communication procedures, guidelines and policies

Qualifications Education
Bachelor's degree or equivalent experience Req Formal training/education in technical (Help Desk type) Pref Work Experience
2-4 years customer service experience in providing technical support and assistance to all client levels Pref Skills and Requirements
Must be a technologically savvy knowledge worker who seeks out technology solutions to business challenges Good oral and written communication skills with the ability to interact in a professional manner with all levels of staff, suppliers, and volunteers Must have working knowledge of Concur, Oracle, MS Office Applications (Word, Excel, Power Point, Access) Excellent analytical skills Team oriented; Ability to partner and share information, and foster relationships Other Requirements:
As defined in IEEE Policies, individuals currently serving on an IEEE board or committee are not eligible to apply.

PLEASE NOTE: This position is not budgeted for employer-sponsored immigration support, this includes all persons in F (both CPT and OPT), J, H, L, or O status.

For information on work demands and conditions required for this position, please consult the reference document, This position is classified under Category I - Office Positions.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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Disclaimer: This job description is proprietary to IEEE. It outlines the general nature and key features performed by various positions that share the same job classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and qualifications required of all employees assigned to the job. Nothing in this job description restricts management’s right to assign or re-assign duties to this job at any time due to reasonable accommodations or other

business reasons.

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