Customer Support Associate-ICC

Job Description

Company Overview Iron Systems/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. We enable digital transformation and accelerate innovation. We are a technology and digital engineering company that provides expertise across industries. Work Hours: Flexible. The position requires you to work in Morning/Evening/Night Shift Job Responsibilities Manage the company’s customer services to support various customer services programs, which include 24x7 Global customer care center, field engineers, field engineer, field spare parts (FRU) management in 70+ countries Monitor the support cases regularly to ensure the cases are closed as per the set Service Level Agreement (SLA) Coordinate with resources/third-party vendors to meet the SLAs. Handle complete day-to-day operations of the command center. Ability to complete the assignment on schedule. Ensure all orders are completed and systems updated accordingly. Ensure all outbound paperwork is accurate and recorded correctly. Maintain metrics and customer service logs. Other duties and special projects as assigned. Required Skill Sets Strong Verbal and Written Communication Analytical and Problem-Solving mindset The candidate should be willing to work in a fast-paced 24x7 environment. Shifts can be day/night depending on the business requirements. Show more Show less