Customer Portal Key User
Lexmark
Philippines, AP
4d ago

JOB SUMMARY :

Centralized role that is responsible to support internal and external customers on the Lexmark Managed Services Portal. The MSP Key User is the primary contact and escalation point for instructions, issues, configuration and support of Customer Operations Teams as well as direct support to Customers.

The MSP Key User will work as the liaison between the internal and external customers and the technical / administrative roles within Lexmark to ensure that the Managed Services Portal is functional and sufficient to meet the needs of the customer at all times.

The MSP Key User is accountable to ensure that any customer receives the full support of the team and is expected to consistently demonstrate and represent Lexmark brand according to our mission and guiding principles.

ROLES AND RESPONSIBILITIES :

  • Setup new end users on the portal with the right account level access and roles
  • Answer questions and provide assistance for Customer Operations
  • Act as escalation point for support issues by customer or internal operations
  • Communicate regularly with internal operations as to status, priority of issues raised
  • Support and maintain list of Continuous Improvement items including UAT
  • Organize and maintain the portal home page content calendar
  • Assist and support the evaluation and distribution of portal usage metrics reports
  • Configure and maintain customer users as Business Delegated Admin
  • Execute Business Delegated Admin and related processes
  • Audit documents for users that are no longer with the right user or should be deleted
  • Take the geo request and request the approval to the business systems admin
  • Support processes related to Portal metrics (Adobe, MOS, CRM Scorecard)
  • EXPERIENCE AND BACKGROUND :

    REQUIRED :

  • Experience required in interaction with Customers in an Operations / Service Delivery role; handling issue resolution, general service delivery concerns, etc
  • 2+ years experience in an operations or service delivery role
  • Experience with the delivery of operations through the use of technology solutions, especially web technologies
  • PREFERRED :

  • Strong analytical / procedural background with demonstrated ability to apply a systematic approach to problem solving
  • Demonstrated ability to organize and lead structured business meetings
  • TECHNICAL COMPETENCE :

  • Experience in documenting current and future state business / operations processes
  • Basic knowledge of web systems, user interfaces, user experience design, and analysis
  • Project management skills; prefer working knowledge of Microsoft Project
  • Excellent skills in MS Office Suite including, word processing, spreadsheet, and presentation software. MS Visio and MS Access preferred;
  • working knowledge and MS office suite basic skills are required

    KEY METRICS :

  • Customer Satisfaction
  • Service Level Attainment
  • Project / Task Complete to Plan
  • Key Process Flow Accuracy
  • PERSONAL CHARACTERISTICS :

  • Individual must demonstrate a high level of business acumen; ability to get along well with diverse personalities flexible
  • Comfortable performing multifaceted projects in conjunction with normal activities in a demanding, fast-paced work environment;
  • demonstrated ability to execute and manage to standard processes and procedures

  • Strong analytical and reasoning abilities. Mindset that enables solving complex problems in a fast-paced environment while delivering on service promises
  • Ability to work effectively with limited supervision and work cooperatively with customers, remote team members and managers
  • EDUCATION : REQUIRED :

    REQUIRED :

  • BA / BS / BBA degree in Business or equivalent experience
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