Job Description

At Iron Mountain we protect what our customers value most, from the everyday to the extraordinary. We build customer value around the world with a passion for preserving the physical, transforming the digital, and respecting the environmental. We pioneered the industry for global records and information management and have established some of the best customer relationships in the industry with 95% of the Fortune 1000 companies among our 225,000 loyal customers. Here, you\'ll bring your expertise and creativity to a workplace that thrives on continuous improvement. Here, you\'ll be part of a global workforce that embraces the differences among us. And here, we\'ll encourage you to Climb Higher for the benefit of our customers and each other. There is so much more, but enough about us. We can\'t wait to hear about YOU. Job Summary: Action customer requests related to various time sensitive activities like - Work order requests, web user set and maintenance, scheduled and ad hoc reports, etc. Understand the customer\'s request and ensure that it is actioned as per stipulated guidelines and within expected timelines. Ensure that all communication to the customer is in a professional and courteous language Address all the queries from the customer Endeavour to provide first contact resolution for all customer enquiries Participation in continuous improvement related activities is essential. The successful candidate will be detail oriented, internally and externally customer focused and have exceptional problem solving skills. Roles & Responsibilities: Research and analyze customer inquiries and provide accurate resolution within required SLA with total customer satisfaction Create manual/web work orders accurately as per customer contract well within stipulated cutoffs. Accuracy will be the key for this activity as it impacts customer directly. Create reports for customers as per customer requirement. Scope of work will include all business lines i.e RM/DM/shred etc... Work to enforce the company\'s standardization objectives while ensuring that there is no revenue impact to the business. Assist with post-conversion cleanup, analysis, auditing and remediation projects as required. Maintain operational and specific product line knowledge with the ability to translate and correlate this data to billing practices and requirements. Basic skill sets needed Functional Knowledge, Skills, and Competencies: (Define the knowledge and skills required to demonstrate proficiency/competency in the job.) A successful candidate should possess the following: Excellent problem resolution skills Strong Microsoft Excel skills Ability to think strategically, and act tactically Strong analytical and organizational skills a must Speed and accuracy of data input experience required - Excellent keyboarding skills Responsiveness and sense of urgency Develop and maintain an in-depth knowledge of relevant IM process and procedures Excellent problem resolution skills A reliable, loyal and trustworthy individual who demonstrates a high degree of integrity Effective time & prioritization management Highly motivated and Customer focused (internal and external) High energy level with strong work ethic Ability to think strategically, and act tactically Should be able to scale upto high levels of performance very quickly. Excellent written and verbal communication skills Ability to effectively interact with varying position levels including senior management Strong interpersonal and diplomacy skills, positive attitude and teamwork driven Mandatory Requirements: Any graduate who has 2-5 Yrs of Experience. May be required to work during weekends/out of working hours Will need to work in scheduled break dynamics. Category: Customer Support Iron Mountain Incorporated, founded in 1951, is the global leader for storage and information management services. Trusted by more than 225,000 organizations around the world in approximately 50 countries, Iron Mountain stores and protects billions of valued assets, including critical business information, highly sensitive data, and cultural and historical artifacts. Providing solutions that include information management, digital transformation, secure storage, secure destruction, as well as data centers, cloud services, and art storage and logistics, Iron Mountain helps customers lower cost and risk, comply with regulations, recover from disaster, and enable a digital way of working. Our Cores Values and Code of Ethics are our north star. They provide a solid base for how we do business and behave every day, so each one of us can experience exceptional. If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to [HIDDEN TEXT]. See the Supplement to learn more about Equal Employment Opportunity. Iron Mountain is committed to a policy of equal employment opportunity. We recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. To view the Equal Employment Opportunity is the Law posters and the supplement, as well as the Pay Transparency Policy Statement, CLICK HERE Requisition: J0053258

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