Sr Onboarding EAR Specialist managing onboarding processes within Ameriprise Financial. Partnering with local operations leaders and mentoring teams in various states and regions.
About the role
- Support Bar Analyst managing IT support across global studios. Overseeing service desk operations and ensuring effective support for internal users.
Responsibilities
- Act as front line support for local and/or time zone based employees.
- Serve as the main point of contact for our customers via email, walk ups, and chat support.
- Respond promptly and professionally to customer inquiries and troubleshoot issues related to our products and services.
- Utilize relevant software and databases to effectively diagnose, track and resolve customer issues and address complaints.
- Maintain accurate records, including call logs and ticketing systems, to track customer interactions and issue resolution.
- Collaborate with other teams to identify and resolve technical issues.
- Stay up to date with industry trends and provide input on continuous improvement to the Helpdesk and customer service workflows.
- Identify and escalate issues requiring urgent attention to the appropriate parties.
- Ensure SLAs are met and that our internal users are provided with an exceptional user experience.
- Ensure that all IT assets in the local office are managed and maintained to a high standard.
- Ensure compliance with all relevant regulations and legislation related to workplace services, health and safety, and environmental management.
- Collaborate with other senior leaders and stakeholders to build a strong culture of innovation, continuous improvement, and learning across the organization.
Requirements
- Global experience within a business services environment and ideally video games development and/or working in a highly technical development environment.
- Strong knowledge of first and second line support operations.
- Strong knowledge of ServiceNow and industry trends.
- Excellent relationship building skills.
- Ability to work in a matrix management environment.
- Proven work experience in a customer service or Helpdesk role.
- Excellent communication and active listening skills with a customer-first mindset.
- Ability to operate effectively in a dynamic, fast-paced environment and multitask effectively.
- Ability to learn quickly and adapt to new software applications and technologies.
- Excellent problem-solving and conflict resolution skills.
- Strong customer service orientation, with a focus on delivering high-quality services to employees and stakeholders.
Benefits
- Paid Annual Leave Entitlement
- Family Care Leave
- Enhanced Sick Leave
- Training Opportunity
- Flexi Benefits
- EAP - Employee Assistance Program that assists employees with personal problems and/or work-related problems that may impact their work, health, mental and emotional wellbeing.
- Comprehensive Medical Insurance Coverage inclusive of Dental
- Attractive Welcome Pack for New Hire
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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