Customer Service Specialist III

Kelly Services - Pleasanton, CA (30+ days ago)3.9

Job Description

The Implementation Analyst II position within the Network Expansion and Operations Services (NEOS) department is responsible for end-to-end technology support services to clients. A technology position, this role reports to the NEOS Manager, Implementation Management and provides support to internal and external clients.

The priorities of the NEOS organization are driven by the key business strategies which are technology-enabled and involve connectivity and transaction processing between our clients and 3rdparty providers.

Maintaining the NEOS function, business processes and organization, while providing exceptional customer service to the client and clear communication to the business stakeholders
Facilitate Turn-Key client implementations: Partner requirements gathering, configuration, settlement and file delivery set up and coordination of tasks within the broader BHN team as appropriate
Perform client set up configuration and device fulfillment on stand-alone solutions; Manage a support queue for replacements, Troubleshoot client facing issues, Collaborate with resources regarding tool and product defects and inefficiencies, Generate regression test scenarios and execute regression testing as required
Execute Bulk Order processing requests: Manage an order queue; prep, execute and validate
Provide post launch assistance in escalated situations where implementation knowledge is required
Implement basic integration types and manage small-scaled project based activities
Maintain technical knowledge related to job related platforms and tools
Adhere to standard department processes and best practices while consistently meeting defined SLAs
Ensure that applicable regulatory directives are complied with e.g. PCI, privacy legislation, etc
Define and document efficiencies to the process, refining a core set of capabilities that become repeatable
Enable existing clients to easily leverage BHN products and services: Services include but are not limited to operational, enhancement implementations, data exchange, reporting and process, tool definition and enhancement
Identifying, documenting and communicating trends pertaining to BHN products and services and client and partner effectiveness and satisfaction
Demonstrate leadership within the Network Expansion Services organization, striving to grow the teams understanding of the organization-s mission and purpose at BHN

Business Management coursework or equivalent work experience highly preferred
Retail and/or payment processing industry experience a plus
Technical exposure and experience including but not limited to project management, operations and technical support an asset
Excellent strengths in time management and organization skills with an aptitude toward creative problem solving
Proven self-starter with a track record of managing multiple complex tasks with the ability to work within a matrix organization with the goal of driving to a decision
Excellent verbal and written communication skills: ability to present information, status, and issues in a clear and concise manner, ability to deliver bad news and ability to confront issues aggressively
Demonstrated ability to anticipate, mitigate, and resolve conflicts across workgroup
Demonstrated ability to negotiate with and manage external vendors
Ability to make critical and successful decisions under pressure with demonstration of sound judgment and methods
Confident, motivated and able to work independently
Comfortable working in a dynamic, fast changing environment
Ability to build constructive business relationships with senior business stakeholders and gain their trust
Knowledge of Microsoft Office ie Excel, Word, PowerPoint etc

Why Kelly®?
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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 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.