Service Support Advocate

Service Support Advocate

Stratix Corporation is the trusted advisor for many industry-leading global enterprises, offering a comprehensive managed services portfolio to help companies operationalize and realize the full value of their mobile investments. Our focus is partnering with businesses to deliver high-value services that drive competitive differentiation.

The Service Support Advocate (SSA) provides complete support to customers per the Service Agreement. The SSA expedites service processes to meet contractual Service Level Agreements and works closely with internal teams regarding assigned accounts in areas of service and inventory, with updates to the account. This position reports to the Service Support Manager.

Normal work hours are Monday–Friday, 8:30 AM–5:30 PM; however, core hours may be adjusted to meet customer support requirements across other US time zones. Occasional weekends and Stratix posted holidays may be required.

Key Accountabilities/

Essential Functions:

• Administer the Stratix Lifecycle Management service process for assigned customer accounts, processing and managing all aspects of RMA requests received via the Stratix online portal itrac
  360, phone, and email. This includes billable and non-billable repair services.
• Manage and research equipment received from customers with no open RMA.
• Maintain existing customer information and details pertaining to the customer account, assets, replacement orders, and support requirements.
• Participate in customer projects to upgrade or add new equipment into the existing service process.
• Provide back-up to Service Support team members that are out of the office and cross-train with other Service Support accounts.
• Provide ad hoc reporting to internal and external customers.

• 2 years of experience in a customer service position.
• Exposure to working with high-profile, high-volume accounts preferred.
• Knowledge of Oracle E-Business Suite with experience in the Depot Repair module a plus.
• Understanding of the Stratix Lifecycle Management repair model.
• Customer communication and coordination skills are mandatory.
• Proficiency in Microsoft Office Suite with a focus on Excel formulas and data analysis for service reports.
• Awareness of the industries in which the product operates.
• Ability to plan, schedule, and monitor multiple concurrent tasks to meet deliverables and deadlines.
• Written and verbal skills that are clear, concise, and professional.
• Ability to work with time-sensitive assignment deadlines.
• Strong teamwork while being a self-starter.
• Demonstrates dependability and a sense of urgency to achieve results.