Associate Service Support Administrator

3 weeks ago

Kochi, India 18 Steps Consultants Full time

**Job Overview**:

- Post Date:

- 19-Mar-2024
- Last Date:

- 31-Mar-2024
- Location:

- Kochi
- Vacancy:

- 1
- Job Type:

- Full-time
- Gender Preference:

- Any
- Salary:

- Max. 5lpa
- Interview Mode:

- Telephonic & FTF

**Associate Service Support Administrator**:

- IT
- Kochi

**Location Details**:

- Cochin, Kerala

**Salary Details**:

- Maximum Budget will be INR 500,000/Annum

**Education**:
Any graduate

**Experience**:
2+ years

UK based MNC in IT sector (Payroll and HR Solutions) is looking for:
Title: Associate Service Support Administrator
- Location: Kochi
- Work mode: Hybrid

**About the role**:
As the Associate Service Line Support Administrator, you will be required to manage the resourcing process for the Business Intelligence practice which is a critical process for the unit ensuring that consultant’s time is used effectively to maximise customer delivery and revenues.

The key responsibilities of this role are to be the main point of contact for new booking requests, both in terms of supporting customer enquires for new quotes, as well as then scheduling that work once agreed with customers. This will involve you working closely both with:

- (depending on supporting department) the Business Intelligence team or the Implementation teams, to understand the capabilities and skills of the individual consultants to ensure work is booked to appropriately skilled consultants
- customers on a daily basis to confirm the details of their requirements for both quotes as well as the actual booking process
- internal teams to resolve issues with bookings e.g. finance team for revenue queries, sales for order confirmations, etc

While you do not need a detailed understanding of company's products/solutions, Data, Business Intelligence, Analytics, etc, as it will be the Consultants who will produce the actual quotes and deliver the work, you will need to build a level of understanding of company's Products/Solutions and Business Intelligence which will be helpful for customer conversations (functional understanding dependant on supporting department).

You will need to be comfortable working at pace, operating independently, and have strong attention to detail, as we work in a fast paced environment with multiple new enquires and bookings every day.

This role is critical to ensuring our Business Intelligence and Implementation practices deliver a brilliant and efficient experience for customers as well as achieves our revenue and profit targets.

**In this role your key responsibilities will be**:

- Managing customer enquiries, including speaking with customers to get additional information that will be needed for consultants to produce quotes
- Managing booking requests on the company's booking system including; speaking with customers to confirm missing details, speaking with consultants to ensure they have the skills to complete the work, and recommending the best option that maximises utilisation of consultants and meets customer timescales
- System administration of bookings including set up of Projects, against which Consultants are booked and record their time. This includes working with Finance to ensure projects are correctly configured for Billing and revenue recognition.
- Managing escalations for urgent requirements, including identifying possible options/choices to rearrange existing work to deliver against required deadlines
- Daily review of the Consultants calendar to identify any cancellations, free time, etc that needs to be urgently replanned, and propose options
- Engaging with Sales team to chase for Customer Orders where necessary to confirm customer bookings
- Manage provisional bookings and proactively contact customers to confirm details and bookings to avoid delays, cancellations or non-revenue generating time for consultants
- Weekly management report on bookings open, new and closed in the week and performance against the 5 day target
- Supporting Consultants with queries and issues with time bookings, to ensure they can focus their time on customer delivery
- Keeping all systems up to date for customer enquires, case notes, booking confirmations, etc including maintaining key trackers to support management reports and tracking of overall performance against targets.

**Essential Skills**:

- Excellent confident communicator, in both written and verbal in English, being able to communicate clearly with customers
- Highly organised and experienced at balancing multiple competing priorities
- IT literate and confident at learning and using new systems
- Problem solver, experienced at dealing with issues, recommending solutions and managing through to resolution
- Be competent in gaining an understanding of project support requirements, to assist BI, Training and PMs in working efficiently and effectively with customers.
- Excellent teamwork skills
- o Highly collaborative and able to work with others at pace
- o Self-sufficient and capable of planning own work to ma

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