Service Support Associate

About the Role

As an Associate, you will be reporting to the Vendor Management Team Lead and supporting him in discharging his deliverables. Your KRA includes but not limited to taking the team to the next level of delivery maturity and maximizing stakeholder satisfaction.

Key Responsibilities

• Managing all stages of requisition activity using VMS technology & in-house portals, adhering to industry standards and company policy.
• Handling day-to-day Client & Freelancer/Vendor Queries for workforce procurement, sourcing of candidates, interview coordination, etc.
• Directly sourcing candidates via Job boards, Freelancer Field Service portals, LinkedIn, etc.
• Completing required login hours on a daily basis, maintaining self-discipline and attendance.
• Maintaining a Daily Task Tracker.
• Addressing client queries and providing solutions within the TAT (Turnaround time).
• Maintaining the entire service function experience.
• Adhering to the Service Level Agreement (SLAs).
• Addressing any problems or grievances to the reporting manager that may have a bearing on productivity or efficiency.
• Attaining Quality Threshold with respect to quality assurance and critical errors.
• Ensuring briefing schedules are adhered to and attending 100% of the time.
• Ensuring that existing processes are strictly followed for Service Delivery.
• Following Standard Operating Procedures (SOPs) to ensure execution and compliance of overall process cadences.
• Ensuring timely execution of initiatives, incidents, and problems, and addressing operational issues.
• Executing performance management initiatives and KPIs.
• Ensuring Technicians (Vendor or Freelancers) are assigned on jobs as per SLA, as and when escalated.
• Ensuring appropriate approvals are in place before executing documents.

Requirements & Tech Stack

• Experience managing Requisition Management, Vendor/Freelancer Coordination / Sourcing & Interview Coordination.
• Experience in Client Query Handling.
• Proficient in MS Excel and MS Office.
• Experience with Ticketing/CRM Tools such as ServiceNow, SFDC, Freshdesk, Zendesk, Jira.
• Experience with Job Portals & LinkedIn Sourcing.
• Experience with Team Collaboration.
• Portal savvy.

Qualifications

• Any Graduate / Postgraduate.
• Proficient English reading and writing skills.
• Highly organized of delivering to deadlines.
• Exceptional attention to detail and output-oriented.
• Ability to follow SOPs.
• Problem-solving skills.
• Effective analytical skills.
• Excellent verbal and written communication is a must.
• Ability to handle pressure and meet deadlines.
• Ability to work independently and as part of a team.
• Ability to identify key issues and consistently apply a high standard of integrity, professionalism, expertise, and business ethics.

Good to Have

• Knowledge of cost-drivers and vendor market dynamics in the field services industry.
• Hands-on experience on portals like Ticketmaster, ServiceNow, SFDC, Freshdesk, Zendesk, Jira.
• Prior experience of working on ticketing portals.
• Prior knowledge of background verification requirements and drug tests as per local country law.