Company Overview:Iron Service Global is a leading provider of integrated information technology solutions and last-mile supply chain services to the global Data Center, Edge Computing, Telecom and IoT Infrastructure and adjacent industries.
Focused on enabling end-to-end last-mile global commerce, we provide highly scalable solutions to our customers in more than 100 countries around the world, serving over 900 metros and 100,000 business locations as well as most IT infrastructure manufacturer & software vendors.
By leveraging our proprietary digital operating system platform, we integrate and automate all parts of supply chain business processes as SLA-driven managed services. This includes on-demand workforce marketplace, OEM integration centers, import/export, logistics, warehousing, and maintenance of computing infrastructures.
Founded in 2002, Iron Service Global has regional offices in over 20 countries, and is headquartered in Fremont, California, USA.
Job Description: As an Support Service Associate-(MCAL), 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 maximize stakeholder satisfaction.
Job Responsibilities:
- Responsible for managing all stages of requisition activity using VMS technology & in-house portals; adhering to industry standards and company policy. This includes handling day to day Client & Freelancer/ Vendor Queries for workforce procurement, sourcing of candidates and interview coordination etc.
- Directly (via Job boards, Freelancer Field Service portals, LinkedIn etc.)
Vendor Partners.
- Any other channel as per Company Directive
- Independently covert data on the excel sheet into information to support business decisions using excel formulas.
- To complete required login hours on daily basis, maintain self-discipline and attendance Schedule Adherence, Maintain Daily Task Tracker
- Address the client queries and provide solutions within the TAT (Turn around time)
- Maintain the entire service function experience
- Adhere to the Service Level Agreement (SLAs)
- Address any problems/ 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 attend 100% of the time
- Ensure that the existing processes are strictly followed for Service Delivery
- Follow Standard Operating Procedures (SOP) to ensure execution and compliance of overall process cadences for MVP Team.
- Ensure timely execution of initiatives, incidents, problems, and address operational issues.
- Execute performance management initiatives and KPI´s.
- Good to have the knowledge of cost-drivers and vendor market dynamics in the field services industry.
- Ensure the Technicians (Vendor or Freelancers) are assigned on the jobs as per SLA, as and when escalated.
- Good to have hands on experience on portals like Ticketmaster, ServiceNow, SFDC, Freshdesk, Zendesk, Jira etc. Should be portal savvy.
- Ensure that appropriate approvals are in place before executing documents.
Required Skills:
- Any Graduate
- Proficient English reading and writing skills
- Proficient in Microsoft Office applications (MS Excel is mandatory)
- 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 are must
- Good to have prior experience of working on ticketing portals.
- Ability to identify key issues and consistently apply a high standard of integrity, professionalism and expertise and business ethics.
- Should have the ability to handle pressure and meet deadlines.
- Ability to work independently and as part of a team.
