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Partner Operations Helpdesk Administrator

IFS

IFS

Operations
Colombo, Sri Lanka
Posted on Thursday, June 13, 2024

Company Description

IFS is a billion-dollar revenue company with 6000+ employees on all continents. Our leading AI technology is the backbone of our award-winning enterprise software solutions, enabling our customers to be their best when it really matters–at the Moment of Service™. Our commitment to internal AI adoption has allowed us to stay at the forefront of technological advancements, ensuring our colleagues can unlock their creativity and productivity, and our solutions are always cutting-edge.

At IFS, we’re flexible, we’re innovative, and we’re focused not only on how we can engage with our customers but on how we can make a real change and have a worldwide impact. We help solve some of society’s greatest challenges, fostering a better future through our agility, collaboration, and trust.

We celebrate diversity and understand our responsibility to reflect the diverse world we work in. We are committed to promoting an inclusive workforce that fully represents the many different cultures, backgrounds, and viewpoints of our customers, our partners, and our communities. As a truly international company serving people from around the globe, we realize that our success is tantamount to the respect we have for those different points of view.

By joining our team, you will have the opportunity to be part of a global, diverse environment; you will be joining a winning team with a commitment to sustainability; and a company where we get things done so that you can make a positive impact on the world.

We’re looking for innovative and original thinkers to work in an environment where you can #MakeYourMoment so that we can help others make theirs. With the power of our AI-driven solutions, we empower our team to change the status quo and make a real difference.

If you want to change the status quo, we’ll help you make your moment. Join Team Purple. Join IFS.

Job Description

The main goal of a Partner Operations Helpdesk Administrator is to ensure that partners receive timely and effective support for their inquiries and issues, and to manage and maintain the partner basic data in all systems.

  • Respond to partner inquiries and provide support through various channels such as tickets and email. This includes troubleshooting issues, answering questions, and providing guidance as needed.
  • Manage and maintain the partner helpdesk ticketing system to ensure tickets are properly documented, tracked, and resolved in a timely manner.
  • Escalate and coordinate with relevant teams or departments to address more complex partner issues or requests.
  • Generate and analyze reports on partner helpdesk performance, ticket resolution times, and customer satisfaction ratings.
  • Manage and maintain partner basic data in all relevant systems.

Note: Permanent working hours US (Chicago time zone)

Qualifications

  • Experience from working in an international and matrix organization.
  • A true team-player focusing on creating long term value for the team.
  • Understanding of enterprise IT systems.
  • Excellent verbal and written communication skills in English.
  • Work ethic based on a strong desire to fulfill expectations.
  • Demonstrated ability to meet deadlines and deliver results with high quality.
  • High proficiency in Microsoft Office.
  • Live the IFS Values.

Additional Information

We believe that coming together as a community, in person, is important for innovation, connection and fostering a sense of belonging. Our roles have the right balance of remote and in-office working to enable flexibility for managing your life along with ensuring a real connection with your colleagues and the broader IFS community.