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Support Specialist II

Company: Kelly Services
Location: Iowa City
Posted on: July 14, 2019

Job Description:

Job Description

Product Group - Support Specialist - (computer savvy and detail oriented)

Manage and create operational communications to customers regarding, system updates features, issues and outages.

· Manage the creation and upkeep of Operational documents (Manuals, etc.)

· Serve as liaison for Customer Care, handling day-to-day operational questions and queries

· Assist in the creation and maintenance of FAQs and other system documentation.

· Manage logistics for various products (ex: for ACT Certified Educator (ACE), send out letters, coordinate the manual hand-offs)

· Lead and manage any Product Incident Response Team tickets or incidents that may occur

· Assist in the reconciliation of billing disputes and questions

· Ensure Operational systems are ready and continue to support customer needs (i.e. creation of item codes, billing, pricing, internal customer setup, Etc.)

· Lead the creation of operational processes, including documenting process maps, Standard Operating Procedure (SOP) and Work Instructions. Improving on existing process as applicable and maintaining documentation as needed

· Assist in the reconciliation of billing disputes and questions

· Work with client relations staff (both domestic and international) to create and review off the shelf description of services for Request for Pricing (RFP)s or other opportunities

· Review potential contracts/sales to ensure system capabilities match customer needs

· Int-Adv Microsoft word skills

· 2-5 years operations experience, logistics experience a plus (more like a program operations manager)

· Need to be very comfortable with computers such as moving files around and such

· Some technical writing, responding to clients both via email and phone, help plan events



Requirements

Requires a high school diploma or equivalent; 2-5 years of experience in position or specialization.

Applied advanced skills to the position or specialization; acts as a resource to others.

Duties and tasks are frequently non-routine. May require ability to read and interpret written material including the recognition of technical terms and intermediate to advanced computer skills including Microsoft Word, Excel

Why Kelly®?At Kelly

Services®, we work with the best. Our clients include 95 of the Fortune

100™ companies, and more than 70,000 hiring managers rely on Kelly annually to access

the best talent to drive their business forward. If you only make one career connection today, connect

with Kelly.About

Kelly Services®As a workforce advocate for over 70 years, we are proud to directly employ nearly 500,000 people

around the world and have a role in connecting thousands more with work through our global network of

talent suppliers and partners. Revenue in 2017 was $5.4 billion. Visit kellyservices.com and connect with us on Facebook, LinkedIn and Twitter.

Kelly Services is an equal opportunity employer including, but not limited to, Minorities, Females,

Individuals with Disabilities, Protected Veterans, Sexual Orientation, Gender Identity and is

committed to employing a diverse workforce. Equal Employment Opportunity

is The Law.

Keywords: Kelly Services, Iowa City , Support Specialist II, Other , Iowa City, Iowa

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