Job Description
Job DescriptionJob Post: HubEmployee Scope: Individual ContributorClient Segment: AllClient Type: AllJob Summary:The Access Provisioning Junior Agent is focused on performing basic system security administration functions. Responsibilities will grow over time to cover all aspects of provisioning access, including new account/client creation, user setup, and application access rights. They include implementing change requests, maintenance, troubleshooting, and developing specialized procedures within the administration tools. Job functions also include maintaining existing accounts, updating user information, adding and/or removing orders, and deleting/adjusting accounts as required by contractual changes.Key ResponsibilitiesUnderstand the request submission process. Interface with clients to guide a requester in properly submitting a request. Work efficiently, following department standards, within our case management tool. Identify the next request to process and take ownership of that request.Working independently, complete assignments accurately and efficiently following department standards. Effectively utilize team knowledge library.Provide exceptional service to internal and external customers. Interact professionally with the client requester to ensure complete alignment on what is requested. Drive client satisfaction in every interaction. Liaise professionally between departments and escalation teams.Provide suggestions to improve customer satisfaction and team performance.Success MetricsProduce high-quality work with minimal rework and high client satisfaction scores.Adhere to team ways of working. Process a fair share of requests.Participate in team meetings/events.Complete required certifications and training modules in a timely mannerQualificationsExcellent customer service skills.Superior communication skills: verbal and written.Reliable self-starter. Proven ability to function independently as well as within a team structure.Ability to effectively multi-task and re-prioritize workload based on urgent business needs/deadlines.Strong analytical and problem-solving skills.Positive attitude.Basic knowledge of Microsoft Office suite0-3 years experience in a customer support, help desk, or call center environment. College degree or equivalent experienceAdditional InformationOur BenefitsFlexible working environmentVolunteer time offLinkedIn LearningEmployee-Assistance-Program (EAP)
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