Client Support Associate

Job Summary
The purpose of this position is to provide professional, accurate, timely and high-quality support to the volunteers and staff. In this role, the individual is responsible for help and manage the email inquiries into categories,and respond to some high volume common questions with using standard templates, generating reporting from Concur and distributing the same with stake holders. He/She operates within the established metrics and maintain these metrics to provide swift and accurate service at all times. He/She will assume ownership and accountability for resolution of all inquires, attend ongoing training to develop job skills, products/services knowledge. He/She recommends process improvements for optimal service.

Key Responsibilities

• Assists volunteers and IEEE staff related to Concur expenses system
• Works in a global environment, interfacing with both internal IEEE staff as well as IEEE volunteers
• Coordinates related projects and activities, as needed
• Performs statistical & status reporting
• Assesses and recommends operational solutions to business processes and workflows
• Responds to volunteers and staff queries in a timely manner
• Generates the Concur reporting
• Supports Concentration Banking and Contract Management systems
• Assists in responding to volunteers high volume common questions with canned template responses
• Supports volunteers and staff in resolving User access issues, e.g. username and password
• Maintains status of expense reports, contracts, etc
• Responds to inquiries, tracks, and escalates to management, as necessary
• Candidate must work effectively as part of a team, interacting professionally with all levels within the IEEE and volunteers.
• Builds sustainable relationships and trust with customer accounts through open and interactive communication
• Provides accurate, valid and complete information by using the right methods/tools
• Handles customer queries, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution Keep records of customer
• Follows communication procedures, guidelines and policies

Education

• Bachelors degree or equivalent experience Req
• Formal training/education in technical (Help Desk type) Pref

Work Experience

• 2-4 years customer service experience in providin