Support Services Analyst - Billing Analyst

Location:US-NJ-Secaucus Job Number:2000000C Employee Status : Regular Job Type :Experienced Schedule : Full-time Description Global Business Systems & Solutions Group The Global Client Support Services Billing Analyst provides guidance, assistance, coordination and follow-up on client questions or problems. Under minimal supervision, respond to customers' inquiries that come into the Global Client Support group via the Remedy Call Tracking System as well as well as customer issues reported via the Telephone that concern support requests, systems status, and network connectivity. Resolve functional Billing System related issues that arise from the Firm's Global Financial Information System. Identify sources and trends of technical and functional related issues to prevent future occurrences. Work closely with Product owners and Developers to ensure continual issue updates as well as ongoing product knowledge transfer Ability to follow up on inquiries and requests to effectively set customer expectations on short and long term next steps. To qualify, candidates must have: a bachelor's degree in Computer Science, Accounting or Finance/Economics approximately 0-3 years experience in a customer service/support center/call center role prior knowledge of Billing system functionality would be a significant plus background with PeopleSoft, as well as a support center call tracking system experience would be a plus analyst experience with support center best practices, Six Sigma, STI or Help Desk Institute (HDI) would be beneficial ability to demonstrate well-developed organizational and analytical skills ability to function in a dynamic environment subject to impromptu changes in schedules and priorities excellent customer service skills, with the ability to communicate well in person, in writing and on the telephone excellent interpersonal communication ability, advanced customer service skills, and a basic understanding of project management skills sufficient knowledge of support processes and workflows within a day to day operational environment to allow for the independent resolution of customer issues excellent ability to troubleshoot customer issues strong interpersonal skills to interact positively and productively with global customer base as well as local support/supervisory personnel background within a product release/deployment lifecycle