Service agreement Analyst​/Customer Support

Service agreement Analyst/ Customer Support

• Full-time

Established in 1991, Collabera has been a leader in IT staffing for over 22 years and is one of the largest diversity IT staffing firms in the industry. As a half a billion dollar IT company, with more than 9,000 professionals across 30+ offices, Collabera offers comprehensive, cost-effective IT staffing & IT Services. We provide services to Fortune 500 and mid-size companies to meet their talent needs with high quality IT resources through Staff Augmentation, Global Talent Management, Value Added Services through CLASS (Competency Leveraged Advanced Staffing & Solutions) Permanent Placement Services and Vendor Management Programs.

Collabera recognizes true potential of human capital and provides people the right opportunities for growth and professional excellence. Collabera offers a full range of benefits to its employees including paid vacations, holidays, personal days, Medical, Dental and Vision insurance, 401K retirement savings plan, Life Insurance, Disability Insurance.

Location:
Madison, WI 53718

Duration: 12 months (Possibility to Hire)

Role Summary/

Purpose:

• Ensure first class service contract/OTR process execution on customer service contracts; install base data entry and data quality for assigned area.
• Ensure quality and integrity of the customer contracts/orders as they are entered into the system.
• Act as liaison/partner with Service Sales, Field Service and Customers to meet commitments and resolve issues.
• Responsible for driving the overall execution of the client customer service contract loading into all applicable processes including additions, deletes and modifications to existing contracts.
• This may include field communications and verification along with contract submission pre-work.
• Work within all related systems Siebel, Oracle based (eOM) and Support Central to manage and complete all work.
• Handle all types of work submitted into the department whether multi-vendor or core client product based offerings.
• Maintain Install database accuracy by supporting field team and external customers via phone and email.
• Work closely with field service sales and service, service marketing, and commercial solutions to resolve technical and process-related issues.
• Effectively manage and prioritize various projects with minimal supervision.

• Associates degree in Business Administration, Finance, Marketing or related discipline and at least 1 year of customer service experience or a High School diploma/GED and 5 or more years of customer service experience.
• High proficiency in MS Office Suite products (Word, Outlook, Excel, Access) to include a minimum 2 years experience working with MS Excel.
• Ability to communicate using local language.
• Highly motivated goal-oriented self-starter with ability to work autonomously and as part of a team, takes initiative to make things happen, identifies what needs to be done and does it.
• Ability to interact effectively with all levels of a matrix organization, both internally and with external customers.
• Dependable:
  Being reliable, responsible, dedicated, committed, and fulfilling obligations.
• Adaptable/Flexible:
  Being open to change (positive or negative) in response to new information, different or unexpected circumstances, and/or to work in ambiguous situations in a high paced environment with changing needs.
• High Integrity:
  Accepting and adhering to high ethical, moral, and personal values in decisions, communications, actions, and when dealing with others.

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