Correspondence Support Specialist

3 weeks ago

Pune, Maharashtra, India PRGX Global, Inc Full time
Job Title: Correspondence Support Specialist

Purpose of the role:

This position serves as the primary point of contact for all non-technical support-related queries arising from vendor correspondence management operations.

The primary responsibilities include responding to customer inquiries and resolving issues through a ticketing system, as well as auditing and analyzing information to communicate effectively with vendors.

Key responsibilities:

  • Provide support via email to diagnose and resolve problems while offering end-user assistance.
  • Evaluate and escalate support requests to the relevant personnel following established procedures.
  • Analyze each issue, resolve it with the user, and continue to build knowledge to resolve more situations within the Level 1 support organization.
  • Establish and maintain a close working relationship with service owners, 2nd level support, and 3rd level support.
  • Address and resolve basic incidents and requests, log all incidents and requests, and engage appropriate service resources to resolve incidents beyond Level 1 ability or responsibility.
  • Manage L1 support priorities, complete tasks within given time frames, and meet the expected level of quality.
  • Build and maintain stakeholders' trust and serve as a single point-of-contact for customers.
  • Audit supplier-submitted documents and write comprehensive comments and recommendations based on audit findings.
  • Ensure a strong command of professional language and ethics, as vendor communication is sensitive and critical.

Requirements:

  • Excellent command of English and German language with strong written and verbal communication skills.
  • Ability to communicate effectively across all levels and stakeholders.
  • Assure quality of service is delivered within the expected SLA and KPI.
  • Strong problem-solving skills.
  • Contribute to the overall performance and success of the service.
  • Team up with others for problem and incident resolution.
  • Incident tracking & resolution.
  • Act as a team player, actively share knowledge across the team.

Education Qualification:

B.com, BA (with German language Specialization) (Exclude – BE/ B.Tech, Technical (Grad and Post Grad))

German language certification, Advanced Diploma from Pune University (or equivalent courses–from Goethe Institute (MMB), etc.)

German language proficiency level of B2. C1 or C2 would be highly preferred.

Professional Requirement:

1 - 2 years of experience (Freshers with Distinction can also apply)

Experience in customer support role will be an added advantage

Some exposure to Accounts Payables desired, but not mandatory

Shifts:

Should be open to work and complete task irrespective of shift.

Behavioral Competency:

Good Communication skills - written and verbal

Ability to work under pressure and with supervision

Problem sensitivity

Adhere to Company policies

Active learning

Attention to detail

Ownership - Responsibility & Initiative

Ability to Priorities and organize own workload to ensure deadlines are met

Enthusiastic, Dynamic, Flexible & Committed with the ability to focus on the big issues while not losing sight of the detail

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