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- Analyze Helpdesk Ticket and be accountable for resolution of the ticket Knows all types of Commission tickets open with the SIO team (6-8 types).
- Collaborate with cross-functional teams on daily basis for issue resolution, clearly provides details with examples for a timely response.
- Knows when to follow up and/or escalate cross-functional dependent ticket Facilitate tracking and maintain data for Compliance, Accuracy, Governance at the project level.
- Understand process SLAs, commission calculation, Seller metrics by personas (Product/Services and Software offers)
- Use judgment to set up Webex Teams meet with Seller for the complex case to avoid email back and forth and faster case resolution.
- Be the business advisor for Seller and/or with Internal Cross-functional teams to help resolve Commission questions as a single POC.
- Help and flag improvement areas related to processes, systems, and procedures if any.
- Exercises sound judgment within generally defined processes, tools, and policies in developing methods, techniques, and evaluation criteria for obtaining results.
- Minimum Qualifications /skills Medium/Advanced skills with data, analysis and creation of reports
- Knows to use excel to run reports,
- Pivot table Willingness to grow with the team and tackle process specific tasks as required.
- Good conflict resolution skills coupled with a proactive approach to identifying challenges before they reach "critical mass".
- Customer Service experience: Ability to talk to Sales/Seller via Webex Teams or equivalent (Zoom/Microsoft Teams).
- Previous experience as Customer Support Representative is strongly preferred.
- Proficiency to medium/expert skill level using MS Excel is a must.
- experience with other database tools is a plus.
- Ideal candidate will have experience demonstrating solid analytical skills working with the cross functional teams like, finance, IT support teams, Sales and Customers.
- Excellent communication and problem-solving skills
- English Support – No Language support needed.
Accounts payable - Durham, United States - Genpact
Description
Role: Senior Associate L2 Commission Analyst
Location: RTP (Research Triangle Park) , North Carolina
Type of hire: Fulltime
Genpact
The Team L2 Commission Analyst - Sales Incentive Operations (SIO) Helpdesk is part of our Clients Customer Partner Services (CPS) organization responsible to provide specialized commission support for Internal Client sellers by Geo/Region and Geos.
Responsibilities
Qualifications we seek in you
Preferred Qualifications/skills