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 skillsA reliable, loyal and trustworthy individual who demonstrates a high degree of integrityEffective time & prioritization managementHighly motivated and Customer focused (internal and external)High energy level with strong work ethicAbility to think strategically, and act tactically  Should be able to scale upto high levels of performance very quickly.Excellent written and verbal communication skillsAbility to effectively interact with varying position levels including senior managemenTStrong interpersonal and diplomacy skills, positive attitude and teamwork driven

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Category: Customer Support