At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That’s why we need smart, committed people to join us. Whether you’re looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain. We provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner every day with our 225,000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways. Are you curious about being part of our growth stor​y while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation. **Role :** Process Expert **Team :** ANZ **No of Positions :** 01 **Shift :** 4.00 AM to 1.00 PM (IST) (9 hrs during the given timeslot) **LOB Head :** Harish Perumpilavil **Hiring Manager:** Raziqa Shaikh **Job Summary:** Action customer requests related to various time sensitive activities like – Work order requests, web user set and maintenance, scheduled and adhoc reports, account setup 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. . Contract management . Customer service/enquiries * 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 skill + Ability to think strategically, and act tactically + Strong Microsoft Excel 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 · Category: Customer Support Iron Mountain is a global leader in storage and information management services trusted by more than 225,000 organizations in 60 countries. We safeguard billions of our customers’ assets, including critical business information, highly sensitive data, and invaluable cultural and historic artifacts. Take a look at our history here. Iron Mountain helps lower cost and risk, comply with regulations, recover from disaster, and enable digital and sustainable solutions, whether in information management, digital transformation, secure storage and destruction, data center operations, cloud services, or art storage and logistics. Please see our Values and Code of Ethics for a look at our principles and aspirations in elevating the power of our work together. If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to accommodationrequest@ironmountain.com. 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:** J0092210