The Provisioning Analyst is responsible for responding to inquiries regarding, implementation of The Work Number Services, data files, user and account maintenance or any other implementation topics related to a production within Equifax Work Force Solution client. The Support Analyst will receive requests from internal staff and WS customers. They will track work in a ticketing tool, Share point and Time tracker and provide resolution or escalation to the appropriate team within agreed to time frames.
Respond to telephone calls, e-mail, and web requests for technical support.
Implement contracts based on the procedures established by the business
Support people from Order Intake, CSG and VSS with procedures already implemented
Assist on different conference call with the business owners and team members in CR.
Respond to customer questions regarding operation and malfunctions.
Respond to internal customers' requests regarding account setup and organization in VAM and other tools.
Work with the requester to understand the reported request and provide a solution.
Initiate follow-up e-mail or telephone contact with the requester if additional information is necessary to properly diagnose the issue.
Keep the requester informed of the ticket status and resolution via e-mail, phone calls and ticketing tool notes.
Escalate issue to management or other internal teams for technical matters and problem resolution, as needed.
Adhere to stated service level agreements for issue resolution.
Provide timely, detailed, and accurate status information and resolution for all issues/projects assigned.
Meet minimum productivity and quality standards for issue handling.
Assist with promotions
Assist with provisioning clients, as needed
Minimum of 1 year within Workforce Solutions.
Must be client service oriented.
Requires in-depth knowledge and experience of implementations or help desk procedures.
Must possess the ability to handle multiple projects concurrently and function in a fast-paced, demanding, high growth environment.
Must demonstrate a high level of understanding of WS services.
Must maintain the highest level of integrity, courtesy, and respect while interacting with clients, WS employees, and business contacts.
Excellent English oral and written communication skills. (English at least 90%)
Ability to interface with clients (internal & external) and strong interpersonal skills.
Creative and research problem-solving and analytical skills.
Strong organizational skills.
Ability to understand new technologies quickly.
Superb attention to detail is required.
Ability to work with little or no supervision
MS Office / Intermediate Excel
Demonstrate experience working in Back office before.
Function - Fulfillment / Operations