Technical Support Analyst Ii
Current Spearhead, develop and test new systems and process enhancements for automation efforts related to Interactive Voice Response, Scan Imaging, Graphical User Interface front end systems, Vendors & Partnerships. Onboard and manage the client relationships for new fulfillment clients related to Vendors & Partnerships. Develop joint goals with Technical Support staff, Operations and clients to improve marketing strategies and communicate implementation of new marketing initiatives through research and review. Responsible for procedures and reporting related to audits including SOX and SOC 1 Type II for Mail Processing external and internal clients. Evaluate and recommend cost and time saving initiatives for internal and external clients. Cross-train global personnel, implement changes, and create documentation. Backup for the Technical Support Project Leader for security related controls. Write QMF queries to move items to service level and verified reporting for the Customer Service Reporting process. Assist with recoveries and track and report adjustments via spreadsheet and communicate with various Time Customer Service teams. Research, identify and resolve processing problems in all magazine fulfillment systems and coordinate resolutions. Daily collaboration across teams to share information and coordinate ideas via written or verbal communication.
