Senior Business Process & Support Associate

This is a fully remote position, open to applicants in New York.

📋 Description

• Deliver application and process support.

• Aid in support administration and recurring operational tasks.

• Quickly address daily user issues and requests while fostering positive relationships with stakeholders.

• Troubleshoot internal system problems alongside the user community and IT; triage and escalate as necessary.

• Oversee the department inbox and promptly escalate issues to the appropriate team member.

• Recommend enhancements to systems and processes by recognizing trends in user issues.

• Document issues and processes, create a knowledge base, and share best practices.

• Train users on core systems after accumulating a substantial knowledge base.

• Execute recurring operational and administrative tasks that support departmental systems and processes.

• Engage in application testing, implementation activities, and departmental projects.

⛳️ Requirements

• At least 2 years of customer service experience; experience in publishing is a plus.

• Exceptional communication, time management, and customer service abilities.

• Capability to prioritize a high volume of tasks.

• Detail-oriented while maintaining an understanding of the overall picture.

• Analytical and driven by data.

• Proficient in learning new systems.

• Intermediate skills in Excel.

• Adaptable to change and willing/able to assume multiple roles simultaneously.

• Resume and cover letter are required for consideration.

🏝️ Benefits

• Annual profit award or bonus, contingent on company performance.

• Medical/Prescription drug insurance.

• Dental insurance.

• Vision insurance.

• Health Care/Dependent Care Flexible Spending Account.

• Health Savings Account.

• Pre-Tax and Roth 401(k).

• Short- and Long-Term Disability Insurance.

• Life/AD&D Insurance.

• Commuter Benefits.

• Student Loan Repayment Program.

• Educational Assistance.

• Generous paid time off.