Online Solutions and Cs Support Coordinator-100%

2 weeks ago

Remote, India Fortira Inc Full time

Position Details:100% Remote

Job Title: Online Solutions and CS Support Coordinator

Duration: 03 months contract

Location: Remote

:
This position is responsible for providing day to day support for Customer Services online ordering tool, Prime. Currently, Prime has 12000 registered users. This role will serve as the liaison for both Memphis and Collegeville Customer Service Representatives (CSRs) to escalate questions and problems which cannot be solved through the first line support team (CSRs). This position is responsible for supporting as a second level resource for Vaccines and PR. This position will partner with BT resources for problem identification and resolution. This position does not have direct reports, but strong team-based leadership skills are required. Developing and maintaining positive working relationships with both internal and external customers is required.

POSITION RESPONSIBILITIES:

- Timely resolution of website user questions, incorporating expert communication skills to assure the highest level of customer service.
- Recommend ongoing improvements to sites via information obtained through customer interaction.
- Assist in website maintenance/new releases to ensure accuracy, timeliness and relevance.
- Assist BT Support to monitor sites for broken links, outdated information, typos, and materials that can be archived.
- Assist in testing validating new enhancements to comply with issues or new business requests.
- Serve as a resource to CSR team members as a second level expert (SME)

ORGANIZATIONAL RELATIONSHIPS:
Online Solutions Support Lead will primarily work with Customer Service Management and BT Technology Resources

RESOURCES MANAGED:
No direct reports

EDUCATION AND EXPERIENCE:

- Bachelor’s degree preferred.
- Customer Service/Business Operations experience required. Excellent computer skills as well as communication skills.

TECHNICAL SKILLS REQUIREMENTS:

- Technical knowledge/Proficiency
- Access and Excel skills
- SAP
- Microsoft Suite Applications

PHYSICAL POSITION REQUIREMENTS:

- Sitting and working on computer for long periods
- Communicate w/customers via phone and computer.

COMPETENCIES: (with Description)
- Acts Decisively - Makes good, decisive decisions based upon facts gathered.
- Seizes Accountability - Owns actions, pushes self to understand full business impact.
- Change Agile - Needs to stay abreast of changing business practices and compliance guidelines.

**Job Type**: Contractual / Temporary
Contract length: 3 months

Pay: ₹25.00 - ₹27.00 per hour

Application Question(s):

- TECHNICAL SKILLS REQUIREMENTS:

- Technical knowledge/Proficiency
- Access and Excel skills
- SAP
- Microsoft Suite Applications

**Experience**:

- Online Solutions and CS Support: 5 years (preferred)

Work Location: Remote

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