Customer Support Associate

Job Purpose

This role provides client support specifically for our customers. The individual in this position is responsible for conducting quality check on all invoices, completing various required reports, and miscellaneous administrative duties.

Responsibilities

• Analyze all quarterly invoice by accounting for and documenting the following: B&W/Color total, plotters total, determine plotters sf, 0 machine count, Zebra count, total machine count, contracted cost, overage total, separate and highlight machine types, calculate usage by machine type, overage by machine type, under minimum calculation by machine type. Add to spreadsheet for each QBR. Add to spreadsheet for audits.
• Ensure that all customer escalations are resolved and completed in a timely manner.
• Coordinate and facilitate discussions with customers and internal departments to recommend changes in processes.
• Run Quarterly service reports on e-views.
• Manage Quarterly Usages Overview Spreadsheet - determine averages, variance from minimum calculations and deleted pages calculations.
• Manage Quarterly Costs Overview Spreadsheet - monthly contracted costs, quarterly overage total, and plotters total.
• Manage Service & Device Overview Spreadsheet - Report number of devices, 0 use machines, service calls and average response time.
• Create and manage original PowerPoint for QBR's.
• Maintain Print Assessment spreadsheet with updated installation information obtained from inventory department or nationals.
• Monthly audit of 99Ki equipment fund - based on installation dates and projected payments through the end of fiscal year.
• Maintain the following additional miscellaneous spreadsheets - Equipment number locations, device type and site locations.
• Support Quarterly Business Reviews (QBR's) -
• Attend and participate in bi-weekly Status Check meetings
• Review and perform a quality check for all invoices from leasing and contracts before invoices are sent to the customer.
• Run Annual Service Audit Report.
• Run Annual Minimums Audit Report.
• Miscellaneous job duties as assigned.

Requirements

• High school diploma or equivalent.
• Advanced skill in Microsoft Excel
• Ability to promote ideas and work constructively across various departments.
• Exceptional analytical skills and problem-solving abilities
• Proficient with Microsoft Office applications, including Word, , and Outlook.
• Ability to compare data from a variety of sources for accuracy and completeness.
• Possess a professional attitude with an ability to interact well with others.
• Strong customer service orientation.
• Ability to work in a team environment and interact in a consistent, positive manner.
• Excellent verbal and written communication skills.
• Ability to multi-task while maintaining strong attention to detail.

The hourly rate for this position is $22.50 - $25.00