Customer Support Lead Job in Gurgaon at Alight

Alight is hiring for the role of Customer Support Lead!

Responsibilities of the Candidate:

• Support’s Client LeavePro and or 360 system acceptance testing
• Assists in researching client inquiries related to Disability and Leave of Absence, including claim and leave specific questions
• Research and investigate technology issues, including managing file feed escalations, submitting tickets, and following through to resolution
• Monitor roster files and manage dropped employee tracking process
• Recommends process improvements and ways to streamline (after vetting with Account Executive and Operations) and follows change management approval process.
• Serves as a resource for the account management team and acts as a Leave Solutions subject matter expert
• Assist with work orders, user testing, etc
• Submit new report requests
• Delivers weekly, monthly, quarterly, and ad hoc reporting to client as needed
• Partners with Account Executive, Operations, and/or Business Intelligence to deliver analytics for weekly, monthly, and quarterly reports as needed
• Performs a variety of administrative duties in support of the client as well as the Account Management team with a high level of attention to detail
• Maintains all related documents, files and legal requests with a high level of confidentiality and professionalism
• Attends department meetings and company meetings as required
• Takes ownership for assigned project work with guidance from Account Executive / Account Director
• Collaborates with Account Executive and Account Manager to help facilitate resolution of issues between clients and the appropriate internal partners on tactical initiatives
• Partners with internal Account Management team, Client Benefits/Absence Management Team to meet client needs.

Requirements:

• Demonstration of diplomacy, good judgment, professionalism, critical thinking, analytical skills and the ability to handle confidential information
• Excellent communication skills (oral/written)
• Demonstrates introductory knowledge of Disability Management, FMLA, and Workers Compensation and Payroll
• Working knowledge of internal systems, including but not limited to; LeavePro, 360, Jira, NXT, Self -Service Portal and reporting across other applications and platforms
• Strong interpersonal communication skills and a positive attitude
• Well organized, able to multi-task and identify priorities
• Project management experience preferred
• Multi-tasks and identifies competing priorities.  Hits target dates
• Proficient computer skills in data entry and attention to detail
• Microsoft Word and Excel intermediate level experience
• Supports departmental initiatives and other duties as specified