EY Customer Support Associate - UK&I - 12 M FTC - Birmingham in Birmingham, United Kingdom
Customer Support Associate - UK&I - 12 M FTC - Birmingham
Core Business Services
Requisition # BIR001NO
Post Date Feb 21, 2018
This is a fantastic opportunity to joinEY’s UK Services
This is an exciting opportunity to provide first level helpdesk support for the Contact to Cash process
Your Key Responsibilities:
The individual will be responsible for performing first line telephone and/or email support including analysis, diagnosis and resolution of systems, process and approval related queries, and where possible recommend and implement corrective solutions. Actively manage high impacting issues and ensure that helpdesk activities are not impacted by external problems. Where not possible to resolve on first contact escalate the query following the C2C internal escalation process. Also provide first level support for all Code to Cash queries, advise users the best contact for issues outside the scope of Code to Cash and update and maintain any documents/links on the Engagement Lifecycle Tool.
Skills and Attributes for Success:
Provide first level functional support to all EY client facing and support staff involved in the Contact to Cash process.
Under minimal supervision, respond to customers’ functional queries concerning systems, process and approval related queries, aiming to resolve at least 90% at first contact.
Active management of the existing support calls in the call logging system in order to provide a first class support service to the user-base, including case ownership, monitoring and updating.
Maintain up-to-date knowledge of Contact to Code and Code to Cash resolutions in our databases.
Log, troubleshoot and track problems to a successful conclusion ensuring a high level of service and professionalism.
Escalate complex issues by following the escalation processes in place.
Resolve cases within the agreed SLA’s.
Perform special assignments and daily/weekly administration tasks as required.
Identify sources and trends of functional problems to implement long-term solutions, provide user training and create guidance documents.
Proactively follow up with callers to ensure the query is resolved in a timely manner.
Be able to refer the callers to the correct person (delegation points) when the query is out of C2C Helpdesk scope of service.
Actively update the portals with any required changes or address any problems such as errors or broken links.
Proactively check data quality within InterAction and cleanse the data as required.
To Qualify for the Role you must have:
Good working knowledge of MS office 2010 and Windows 7.
Experience working with Lotus Notes and MS Outlook.
Experience using ServiceNow or any other call logging system ideal but not essential.
A knowledge of CRM, sales and pipeline, Quality and Risk Management and Finance processes and applications desirable.
Ideally, you’ll also have:
Experience working with customers remotely, dealing empathetically with their problems under pressure.
Strong work ethic geared towards exemplary customer service.
Excellent team working skills.
Proactive, organised and must be able to prioritise tasks.
What Working at EY Offers:
We offer a competitive remuneration package where you’ll be rewarded for your individual and team performance. Our comprehensive Total Rewards package includes support for flexible working and career development, and with FlexEY you can select benefits that suit your needs, covering holidays, health and well-being, insurance, savings and a wide range of discounts, offers and promotions. Plus, we offer:
Support, coaching and feedback from some of the most engaging colleagues around
Opportunities to develop new skills and progress your career
The freedom and flexibility to handle your role in a way that’s right for you
EY is committed to being an inclusive employer and we are happy to consider flexible working arrangements. We strive to achieve the right balance for our people, enabling us to deliver excellent client service whilst allowing you to build your career without sacrificing your personal priorities. While our client-facing professionals can be required to travel regularly, and at times be based at client sites, our flexible working arrangements can help you to achieve a lifestyle balance.
As a global leader in assurance, tax, transaction and advisory services, we’re using the finance products, expertise and systems we’ve developed to build abetter working world. That starts with a culture that believes in giving you the training, opportunities andcreativefreedom to make things better.Whenever you join, however long you stay, theexceptionalEY experience lasts a lifetime.And with a commitment to hiring and developing the most passionate people, we’ll make our ambition to be the best employer by 2020 a reality.
If you can confidently demonstrate that you meet the criteria above, please contact us as soon as possible.