IT Support Analyst Associate

Job Description

Overview Add an annual turnover of $24 billion to a rental and leasing fleet of over 1.9 million vehicles spread across 10,000 locations worldwide and you get Enterprise Rent-A-Car – a business that’s grown into the largest global mobility provider in the world.We have a very exciting opportunity to join Enterprise Rent-A-Car as a Customer Support Analyst (Network Management Support), you will be the primary contact for any network maintenance requests that are received from our clients. This includes adding and removing shops from a network, sending shop invitations, assisting shops with completing their insurance profiles, reviewing compliance with testing requirements, maintaining client org. structures, answering product specific questions, as well as general site navigation. You will be assigned specific accounts and will work closely with the Account Managers to support new customer implementations, or any changes to client workflows.This opportunity can be either based at the UK Contact Center in Aldershot or subject to candidates meeting the criteria set within the current Home Working policy, Home Working will be considered.As a business that believes in employee development and career progression there are a range of future career opportunities available to the right candidates. In fact, such is our commitment to our employees we have been in the Top 50 Where Women Want To Work for eleven consecutive years and have won many other accolades including TARGETjobs UK Graduate Employer of the Year in 2016.As you would expect of a hugely successful global company there are a host of great benefits too, including life assurance, employee referral bonuses and more. Responsibilities

Process shop additions, removals, and update requests from clients

Maintain follow-up with recently added repair facilities to ensure profile and testing requirements are met

Monitor invite progress and submit shops for review

Monitor denied shops and resubmit for review

Support new client implementations

Maintain client organizational structures within armsbusinesssolutions.com

Assist program sponsors with reporting requests

Assist users with navigation assistance and product training

Work with account managers to ensure all program requirements are being met

Educate customers on appropriate problem resolutions to minimize repeat requests; provide timely follow-up

Maintain established service level agreements to manage customer expectations and quality standards; identify opportunities for improvement

Assist contact center with escalating cases to Production Support team

Assist the Application Development group with Quality Assurance testing, as needed

Qualifications Required:

Must have strong written and verbal communication skills in both German/English

Relevant call center/contact center experience

Strong knowledge of all Windows operating systems

Must be proficient in Microsoft Excel

Must possess effective troubleshooting, problem-solving and decision-making skills

Ability to multi-task efficiently

Must be detail oriented

Applies, analyzes, and evaluates information to reach favorable outcomes

Must demonstrate the ability to be flexible with changing priorities and requirements

Must have the ability to effectively collaborate and work with others

Maintains security requirements and adheres to the guidelines set forth by the securities team

Requires previous customer service experience

Must be committed to incorporating security into all decisions and daily job responsibilities