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Help Desk Analyst

Company: Genpact
Location: Pine Bluff
Posted on: January 13, 2022

Job Description:

Position: Helpdesk Analyst (SIO - Sales Incentive Operations)Location: Bentonville ARFulltime Responsibilities Analyze Helpdesk Ticket and be accountable for resolution of the ticket Knows all types of Commission tickets open with the SIO team (6-8 types) Collaborate with cross-functional teams on daily basis for issue resolution, clearly provides details with examples for a timely response. Knows when to follow up and/or escalate cross-functional dependent ticket Facilitate tracking and maintain data for Compliance, Accuracy, Governance at the project level Understand process SLAs, commission calculation, Seller metrics by personas (Product/Services and Software offers) Use judgment to set up Webex Teams meet with Seller for the complex case to avoid email back and forth and faster case resolution Be the business advisor for Seller and/or with Internal Cross-functional teams to help resolve Commission questions as a single POC Help and flag improvement areas related to processes, systems, and procedures if any Exercises sound judgment within generally defined processes, tools, and policies in developing methods, techniques, and evaluation criteria for obtaining results Minimum Qualifications /skills Medium/Advanced skills with data, analysis and creation of reports Knows to use excel to run reports, Pivot table Willingness to grow with the team and tackle process specific tasks as required Good conflict resolution skills coupled with a proactive approach to identifying challenges before they reach 'critical mass' Customer Service experience: Ability to talk to Sales/Seller via Webex Teams or equivalent (Zoom/Microsoft Teams) Preferred Qualifications/skills Previous experience as Customer Support Representative is strongly preferred; Proficiency to medium/expert skill level using MS Excel is a must; experience with other database tools is a plus Ideal candidate will have experience demonstrating solid analytical skills working with the cross-functional teams like, finance, IT support teams, Sales and Customers Excellent communication and problem-solving skills English Support No Language support neededby Jobble

Keywords: Genpact, Pine Bluff , Help Desk Analyst, Professions , Pine Bluff, Arkansas

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