Job Title: Assoc. Customer Service Specialist

Location: EON, Pune, India

Primary Responsibilities:

- Manage customer/partner relationships on a transactional basis in the Shared Service Center in Pune

- Key Contributor to order management Process Management Team ensuring that the incoming transactions are validated and booked in the systems

- Participate in cross-functional initiatives providing specific insights regarding Order Management

- Work with Subject Matter Experts in the Centers of Excellence for process improvements

- Quickly respond to customer calls, web cases, emails and chats - deliver a high level of service and provide prompt resolution to ensure customer satisfaction

- Develop an understanding of Symantec's End-to-End business models

- Resolve complex issues using critical thinking to draw conclusions from incomplete information

- Provides customer support at a specialist level, acting as the "knowledge base" of information across the Order Management functions

- Drive and obtain support for Order Management process improvements

- Utilize reporting and analysis to identify potential opportunities for improved ease of doing business and/or operational efficiency

- Work across departmental lines to provide solutions that mutually benefit both Symantec and Partner/Customer/Stakeholders

- Strive to impress customers with exceptional service and continually search for ways to improve processes and deliver additional value to the customer, thereby driving customer loyalty

- Facilitate a positive and productive team environment - leverage collaboration as a tool to solve business and customer problems

Competencies and Skills:

- Excellent interpersonal skills, able to interact well with internal and external customers

- Very strong focus on quality with attention to detail

- Creative problem solver. Able to troubleshoot system and process issues

- Excellent customer service skills

- Excellent communication skills - written/verbal/presentation

- Demonstrated experience in fast paced environment

- Adaptable and flexible

- Excellent knowledge of Microsoft (MS) Office

- Flexibility to work in shifts to align with global teams as needed

- Must be able to work overtime during business critical periods

- May need to attend global conference calls outside of core business hours

Eligibility:

- BS/BA degree, applicable certification or equivalent related experience required

- Minimum of 2 years Customer Service experience (or equivalent experience Software Industry experience preferred with international experiences a plus)

- Experience in managing medium size projects and complex processes requiring policy enforcement and implementing business changes

- Knowledge of SFDC and Oracle R12, 11i ERP platforms

- Excellent knowledge of excel and MS Office

- Experience in process mapping

- Experience in compiling and presenting reports as well as analyzing and identifying trends

- Experience of working with and delivering results to key stakeholders

- Proven ownership in managing and resolving escalations

- Demonstrated experience in process improvement and change management

- Excellent business communication skills (spoken and written)

- Advanced problem solving/troubleshooting skills

- Ability to explain complex ideas in simple terms

- Proficiency in Microsoft Office Suite

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