Support Center Specialist (Hybrid)

Summary

The Support Center Specialist is an essential role in providing outstanding customer care and support for Shared Services platforms. Residing within Enterprise Solutions – Simplot’s Shared Services division – this position has the unique opportunity to work with customers across all divisions of the company. Serving internal and external customers, the Support Center Specialist strives to provide both quality and quantity customer service for self-service shared platforms such as, but not limited to, accounts payable, credit card and expense reporting systems, travel program, and office supply ordering platform.

Key Responsibilities

• Manages a high-volume workload with a pleasant demeanor, teamwork, accuracy, patience, and a keen eye for identifying root cause issues and solving problems.
• Engages customers via phone, email, ticketing system, and in-person to provide prompt resolution of issues within service level commitments.
• Receives, researches, and responds to internal and external Support Services inquiries. Documents inquiries & research in ticketing system for future reference and historical record.
• Builds relationships with internal and external customers across all business units to create positive business experiences between Enterprise Solutions and its customers.
• Provides customer support for accounts payable customers including gathering missing information needed to process invoices for payment, providing vendors with missing backup for payments, utilizing third-party applications to issue stop payments, obtaining supporting documentation, reviewing statements for proactive resolution, and other related activities.
• Supports, trains, and troubleshoots issues related to company credit card & expense reporting platforms. ?
• Assists employees with questions related to company self-service travel booking platform.
• Provide service and issue resolution for other shared platforms as needed.
• Run reports on supported platforms as requested.
• Routinely reviews, updates, and creates department work instructions. ?
• Manages escalated issues that are not able to be resolved on a self-service level or by front-line support members. Empowers colleagues with tools and training to encourage self-service resolution. As needed, provides direction and training for new Support Services team members.

Typical Education

Relevant Experience

Other Information

• Strong interpersonal, verbal, and written communication skills.
• Self-initiator able to manage high volume work and complete daily tasks with efficiency and accuracy.
• Good understanding of accounts payable preferred (but not required).