Job
Description
Bangalore, Whitefield, Karnataka, India The Operations Support Specialist will work to support both Customer Success and Operations for the Investigative Research business unit. This includes answering customer inquiries via a ‘white glove’ approach, review/comparison of received information and subsequently advising customers of missing information, answering team questions regarding case processing and systems/case updates. The candidate filling this role will require customer service and problem-solving skills, as well as be organized, responsive, and proactive in bringing forth recommendations for improvement. Roles and responsibilities will include: Coordinate aspect of vendor accounts (usernames, access issues), subcontractor relationships, assist with vendor logistics for teams, monitor onboarding/offboarding and invoice approval/billing issues tied to Investigative Research operations Monitor and respond to Chatter messages requesting missing information (to include customer outreach), review/comparison of received documents, and any other questions about a case in progress, as well as case initiation questions. Support Customer Success by monitoring the IR inbox to answer customer emails in a timely manner. This includes responding to price quotes, status requests, report questions, scoping order requests, etc. As needed, or as time allows, assist with case initiation, float among operations teams to assist in case processing, and update customer account information when outdated information is found. Educational Qualification and experience required for this role: Bachelor’s degree or equivalent experience is required and preferred if investigative research related. Experience: 3+ years of experience in customer service/account management, including direct interactions with external customers 2+ years of experience in investigative research or a related role Other Knowledge, Skills, Abilities or Certifications: Proficient in Salesforce and Microsoft Outlook & Teams. Exceptional professional written & verbal (customer phone calls may be required at times) communication skills. Detail-oriented and well-organized. Ability to provide insight into areas that can improve. Able to work under limited guidance, and supervision. Able to keep personal information confidential. Work Location: Bangalore (Work from office) Shift timing: US/UK time zone (rotational as applicable basis the business requirements) Joining time needed: 15-20 days preferably Please view https://www.linkedin.com/company/first-advantage/posts/?feedView=all to know more about us ! Perks and Benefits Health & Wellness Dental Insurance Vision Insurance Health Insurance Life Insurance Paid Time Off PTO / Vacation Policy Paid Holidays Financial Benefits 401K / Retirement Plan Tuition Reimbursement Employee Stock Purchase Plan Office Perks Work From Home Policy
