Client Support Associate

The Client Support Associate will provide ticket query support to our clients. This person will ensure that the client's program is executed in compliance with the standard operating procedures (SOP) and Graebel's standards to ensure consistency and efficiency in operations.

ESSENTIAL DUTIES AND RESPONSIBILITIES

·        Answers general queries from internal clients, including monitoring inquiries

·        Data entry, gathering of required details, and process management based on SOP.

·        Daily audit of tickets to ensure the correct support is applied, partnering with others for information verification.

·        Update designated points of contact (POC) with information to ensure accuracy.

·        Process tickets while ensuring compliance with Graebel data integrity standards and client SOP.

·        Perform any other related duties as required or assigned.

 ANALYTICAL ABILITY / PROBLEM SOLVING

MODERATELY STRUCTURED. Fairly broad activities using moderately structured procedures with only generally guided supervision. Interpolation of learned things in somewhat varied situations.

PLANNING

CONSIDERABLE RESPONSIBILITY with regard to GENERAL ASSIGNMENTS in planning time, method, manner, and/or sequence of performance of own work; may also OCCASIONALLY assist in the planning of work assignments performed by others within a limited area of operation. 

DECISION MAKING

Performs work operations which permit FREQUENT opportunity for decision-making of MINOR IMPORTANCE and also FREQUENT opportunity for decision-making of MAJOR IMPORTANCE; the latter of which would affect the work operations of OTHER EMPLOYEES and/or CLIENTELE to a MODERATE DEGREE. 

SUPERVISION RECEIVED

Under direction where a definite objective is set up and the employee PLANS AND ARRANGES OWN WORK, referring only UNUSUAL CASES TO SUPERVISOR. 

COMMUNICATION SKILLS
 

Ability to read a limited number of words and recognize similarities and differences between words and between series of numbers; Ability to write and speak simple sentences as a means for basic communication. Ability to read and understand simple instructions, short correspondence, notes, letters and memos; Ability to write simple correspondence. Ability to read and understand documents such as policy manuals, safety rules, operating and maintenance instructions, and procedure manuals; Ability to write routine reports and correspondence. Ability to effectively communicate information and respond to questions in person-to-person and small group situations with customers, clients, general public and other employees of the organization. Ability to read, analyze, and understand general business/company related articles and professional journals; Ability to speak effectively before groups of customers or employees. Ability to write reports, business correspondence, and policy/procedure manuals; Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. 

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts such as fractions, ratios, and proportions to practical situations.

CRITICAL THINKING SKILLS

Ability to utilize common sense understanding in order to carry out written, oral or diagrammed instructions. Ability to deal with problems involving several known variables in situations of a routine nature.

USE OF MACHINES, EQUIPMENT AND/OR COMPUTERS

Regular use of complex machines and equipment (desktop/laptop computer and software, road and production machines and equipment, etc.)  

SOFTWARE SKILLS REQUIRED 

Mastery:           10-Key

                        Accounting

                        Spreadsheet

                        Word Processing/Typing

 PHYSICAL ACTIVITIES

he following physical activities described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions and expectations. While performing the functions of this job, the employee is, Regularly required to walk, Regularlyrequired to sit, Continuously required to use hands to finger, handle or feel, Continuously required to reach with hands and arms. 

The employee must Occasionally lift and/or move up to 10 pounds, Occasionally lift and/or move up to 25 pounds, Occasionally lift and/or move up to 50 pounds, Occasionally lift and/or move up to 100 pounds, Occasionally lift and/or move more than 100 pounds.

 Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.