Our client is looking for someone with excellent track record of customer service to join their company as an account specialist. This is a great opportunity for career growth with an established company that has been rapidly growing their Phoenix office!
The client helps save companies save time and money with business solutions, software and printers designed to simplify workflow.This position is responsible for monitoring customer Help Desk ticketing systems and interacting with the KMBS internal SAP system. This position functions as the liaison between the Global and Customer Support Centers, Direct and Non-Direct Service and Strategic Customers to monitor and resolve deployment and service issues and ensure effective communication, as well as other customer related issues. Monitor multiple customer's Help Desk ticketing systems through business to business or VPN portals. Must acknowledge new tickets within SLA periods defined in customer contract.Create KMBS ticket in SAP and page to correct technician, defining service issue in service call. Pull reporting from multiple customer's Help Desk ticketing systems as well as KMBS internal SAP system. Import data from different sources to update departmental database. Obtain debrief/call closure information in SAP for closed tickets. Locate the ticket in the customer's Help Desk ticketing system and close the ticket properly within SLA requirements defined in customer contract.Transfers inbound calls to appropriate SASS Rep for assistance.
Our people are everything. As a Best of Staffing® Client and Talent leader, Aerotek® Inc. has distinguished itself as a leader in recruiting and staffing services, by having a deep understanding of the intersection of talent and business. As a strategic partner to more than 17,000 clients and 300,000 contract employees every year, Aerotek's people-focused approach yields competitive advantages for its clients and rewarding careers for its contract employees. Headquartered in Hanover, Md., Aerotek operates a network of over 230 non-franchised offices with more than 6,000 internal employees dedicated to serving our customers. Aerotek is an operating company of Allegis Group, a global talent solutions provider. To learn more, visit aerotek.com.