Location Address:

Work Shift:

Job Description:

• Act as the primary contact for internal and external customers, addressing their service requests and inquiries.

• Provide timely and accurate information, assistance, and solutions to ensure customer satisfaction.

• Maintain a professional and courteous demeanor while interacting with stakeholders.

• Handle and resolve routine issues related to shared services processes and systems.

• Document and track service requests, incidents, and resolutions using the service management system.

• Escalate complex or unresolved issues to higher-level support or specialized teams as needed.

• Process and manage service requests from initiation to resolution, ensuring adherence to service level agreements (SLAs).

• Prioritize and coordinate tasks to ensure efficient service delivery and meet deadlines.

• Monitor and follow up on outstanding requests to ensure timely resolution.

• Assist users with system-related inquiries and issues, providing guidance and support on system functionalities.

• Perform basic troubleshooting and coordinate with HRIS or COE leads for complex issues.

• Ensure system data accuracy and report any discrepancies to the appropriate team.

• Maintain accurate records of service requests, incidents, and resolutions in the service management system.

• Prepare and contribute to regular reports on service performance and metrics.

• Update and maintain user guides and process documentation as needed.

• Identify opportunities for improving service delivery and efficiency.

• Provide feedback on processes and suggest enhancements to streamline operations.

• Participate in team meetings and contribute to process improvement initiatives.

• Reasonable mandatory overtime may be required due to business needs. 

• High school diploma or equivalent;

• 1-2 years of experience in a customer support or service-related role, preferably within a shared services environment.

• Basic knowledge of service management software (e.g., ServiceNow, JIRA) and proficiency in Microsoft Office Suite.

• Strong verbal and written communication skills with the ability to interact effectively with diverse stakeholders.

Altium Packaging, Our Culture Differentiates Us!
 
We incorporate our Guiding Principles into all aspects and at all levels of the organization and use them as a framework for decision-making.  We believe our Guiding Principles foster a culture of excellence that benefits both employees and customers.

Our Guiding Principles

• Act with Integrity & in Compliance
• Drive Value Creation
• Be Disciplined Entrepreneurs
• Focus on the Customer
• Act with Humility
• Treat others with Dignity and Respect
• Seeking Fulfillment in your Work

We Believe in Rewarding our Most Important Resource – Our People! 
 
We show our commitment to Total Rewards by providing a competitive, comprehensive benefits package. In addition to medical, dental and vision plans, company holidays and vacation days, tuition reimbursement, learning and training opportunities, bonus potential, and a 401(k) plan with company contributions, Altium Packaging locations offer rewards and recognition programs and opportunities to make a difference in the community.
 

EEO Statement
 

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.
 

Take your career to the next level at Altium Packaging!