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Job Title: Client Care Specialist III
Job Location: PA: Philadelphia
Pay Rate: Open
Job Length: full time
Start Date: 2005-10-19

Company Name: SunGard Availability Services
Contact: Human Resources
Phone: email only
Fax: Apply at web site

Description: •• Conduct new customer workshops to introduce the customer to SunGard. Review the 16 week testing cycle and contracted services do***ented in the Services Guide (where appropriate with managed services and high availability services). Correctly set operational expectations. Review Disaster Authorization and client profile (where appropriate) and ensure customer understands the importance.

• Be the customer’s advocate within SunGard. Understand their business, production requirements, recovery requirements, critical windows, and potential impacts.

• Maintain a close working relationship with the Operations staff that supports your customers. Using this relationship to accomplish goals that are in the best interest of the customer.

• Maintain an open line of communication with Sales. Ensure they are made aware of the following:

o Contractual issues and potential contract opportunities.

o Operational and facility issues impacting the customer’s service.

o Requests for credits resulting from missed SLA’s or requests for additional test time.

• Work with the Implementation team on new contracts or add on services. Be engaged in the process

and assist where necessary. Ensuring we are maintaining customer satisfaction.

• Conduct regularly scheduled meetings for managed services or high availability customers based on

the defined call structure with the customer to review issues, open change requests, upcoming

planned events, and satisfaction issues.

• Schedule, coordinate and ensure execution of activities involving recovery exercises. Utilizing the

guidelines set forth in the 16 week test cycle.

• Keep customer informed of any issues that may impact their service.

• Request appropriate root cause outage ****ysis is completed on behalf of the customer for critical

one, service impacting events. Where possible, address the issues within scheduled meetings, outside

of the RCOA process.

• Support the Sales Organization with pre-sales tours, conference calls, or meetings, as required.

• Escalate to Management as appropriate. Keep them in the loop on ongoing issues and those resulting

in customer dissatisfaction.

Policies, Procedures, Tools, Techniques

• Maintain an in depth knowledge of the lotus notes database required to support customer recovery

exercises. E-testing, Scheduling, Master Profile, and the Conference call scheduling tool as

examples.

• Follow the do***ented 16 week test cycle for every customer exercise. Proactively reviewing

validation letters, test plan, configuration do***ents, and past test issues.

• Utilizing the CSC OPS status to track progress during the testing cycle. Pretest, test, and post test

issues.

• Utilizing the procedures for requesting additional test resources on behalf of your customer.

Contacting the Resource ****yst or Resource Coordinator based on the timing of the test.

• Coordinate and facilitate all pretest and post test conference calls. This includes:

o Ensure Operations is given appropriate notice of all calls.

o Ensure all test plans or issues are received back from the customer for Operations to properly review before the conference call.

o Do***ented agenda is to be provide to all participants before the call

o All issues discussed are do***ented in the CSC OPS Status.

• Utilize the CSC Database as point of reference for guidelines, procedures and contacts.

• During test execution, ensure operational issues are escalated using the do***ented escalation

procedures.

For recovery customers with managed services or high availability contracts:

• Maintain an in depth knowledge of the current SunGard problem and change tracking system.

• Utilize this system to monitor problem and change requests for your customers.

• Review and understand the SunGard policy regarding change management. Ensure your customer requests stay within the defined guidelines.

• Remain familiar with existing products and services, as well as new services once defined.

• Maintain familiarity of SunGard’s current customer provided portal. Be able to assist with basic troubleshooting questions from your customer.

• Utilize the defined Customer Meeting word template for do***enting regularly scheduled meetings.

• Keep the Customer Service algorithm reporting totals up-to-date as customer contractual changes occur or as customer activity levels change.

• Submit monthly reports to Management on a timely basis.

Bachelors Degree or equivalent work experience.

• 2+ years customer service experience.

• 2+ years technical experience in a customer centric company.

• Working knowledge of project management fundamentals.

• Excellent organizational & time management skills.

• Good problem solving & decision making skills.

• Good PC skills, word processing, spreadsheets.

• Understanding of current information technologies.

• Ability to learn quickly & work independently.

• Ability to handle multiple tasks in a fast paced, changing environment.

SUNGARD IS AN EQUAL OPPORTUNITY EMPLOYER, M/F/D/V

Please apply online at http://www.sungard.apply2jobs.com

05-2832


Please refer to Job code 05-2832 when responding to this ad.


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