Aspect Software jobs - Customer Support Analyst, Order Management & Revenue

Aspect employs a team of passionate individuals who are changing the face of customer engagement. Over our 40-year history we have empowered employees by creating an inspired community that values customer obsession, unlocked communications and relentless innovation. Our ability to think big has enabled us to continually evolve and lead the market, and to stay on the forefront with exciting technologies including cloud, mobile and artificial intelligence.

Job Description

GENERAL SCOPE & SUMMARY

Ensures all sales orders and renewal quotations are prepared/processed in an efficient and accurate manner and that delivery deadlines are met. Professional: Initiates processes and procedures for new deals. Follows established procedures and policies of managing the order process with complex or high volume orders. Interface with various departments to resolve issues related to configuration, shipping, Bookings Policy compliance, SOX etc. May also have direct customer contact in certain situations.

Primary Role & Responsibilities

• Review and process order packs from Sales to ensure accuracy, timeliness and compliance with Aspect policies. Make recommendations to sales on corrective action required for non-conformity.
• Generate support renewal quotations or convert existing product quotations developed by sales for shipment
• Processing of orders within NetSuite ERP system and updating of all relevant fields to ensure accurate hand-offs to supporting organizations ensuring accurate customer entitlement.
• Ensures all approvals and signatures are in place prior to order booking.
• Processing of credits, rebills and sales related RMA activity.
• Manage order holds and backlog for covered area.
• Understands company specific product/support offerings, pricing policies and programs to ensure accuracy and compliance
• Possess a good working knowledge of systems and processes and compliance with company policies.
  
  

Qualifications

SPECIALIZED KNOWLEDGE & SKILLS

• Knowledge of any ERP system, NetSuite and Salesforce will be added advantage
• Ability to timely communicate complex information to line management and Sales as needed.
• Strong customer service, communication and teamwork skills. Professional demeanor to maintain and enhance relationships.
• Gains exposure to more complex aspects of position, such as SOX compliance, financial accounting rules and product offerings.
• Demonstrated ability to learn a complex product suite.
• Ability to use professional concepts and company policies and procedures to solve a variety of problems and contribute to the fulfillment of projects and organizational objectives.
• Ability to provide solutions to problems of moderate scope where analysis of situation or data requires a review of identifiable factors.
• May require direction from more senior peers or line management on complex situations.
  
  

Job Requirements

• 1-2 years of experience.
• Willing to work in shifts (3:00 PM to 12:00 AM)
• Bachelor's degree in relevant field.
• Physical requirements include sitting for long periods of time and working extended hours as needed during quarter end peak volumes.
• In certain circumstances, local language skills may be required and will be requested as needed
  
  

Aspect is an equal opportunity/affirmative action employer with a strong commitment to diversity. In that spirit, we are particularly interested in receiving applications from a broad spectrum of people, including women, minorities, individuals with disabilities, veterans or any other legally protected group.