What are the responsibilities and job description for the IAM Customer Support Coordinator position at Client Resources, Inc.?
Key Activities
- Provides accurate, professional, and timely customer service/support to a variety of internal and/or external customers.
- Contributes to meeting or exceeding department and unit metrics related to accuracy, timeliness, and customer satisfaction.
- Adheres to established SOPs and/or checklists when handling requests from internal and/or external customers.
- Ensures sensitive information is secured and only shared with authorized contacts.
- Verifies accuracy of requests and conducts due diligence when handling a variety of customer/business-specific requests.
- Due diligence may include assessing customer eligibility, verifying authorized signatures, coordinating with other departments/business lines/Districts, and/or conducting additional research for customer requests.
- Follows information security controls when performing credentialing/setting up of other products, services, and/or applications for external/internal users;
- modifying/discontinuing accesses;
- communicating access instructions to users;
- mapping user credentials and server certificates;
- provisioning physical devices for access control and encrypted information storage.
- Monitors inventory and completes daily accounting activities to reflect inventory levels.
- Processes accounting entries to other client locations.
- Works with management to investigate and resolve discrepancies and assists in the receipt and validation of new device inventory shipments.
- Identifies and escalates time critical issues to senior staff members or management as appropriate.
- Coordinates and completes testing activities for application maintenance, enhancement, and issue resolution.
- Engages with all relevant stakeholders to maintain existing technologies and develop/implement new technologies, workflows, and processes.
- Reports and monitors related outages/issues and supports testing efforts for contingency verification.
- Reviews, recommends, and/or implements changes to procedures, processes, and/or checklists to improve operational efficiencies.
- Typically requires 0-3 years of relevant experience.
- High School education or GED
