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About the Role
As a Business Systems Associate, you will support the Customer Care Center (CCC) by bridging business operations and technology. This role involves systems administration, process improvement, business analysis, and working with emerging technologies like AI. You will collaborate with business leaders, IT developers, and customer service teams to enhance tools and processes supporting customer interactions, gaining experience with Salesforce, AI solutions, SAP, and contact center technologies.
Responsibilities
- Serve as a liaison between Customer Care business teams and IT development teams.
- Enhance the customer experience through technology and process improvement.
- Support and enhance business systems including Salesforce CRM, SAP, Five9, and Workforce Management platforms.
- Leverage AI technologies and automation tools to improve efficiency and customer experiences.
- Partner with stakeholders to understand challenges, identify opportunities, and translate business needs into solutions.
- Gather requirements and create user stories within an Agile environment.
- Participate in Salesforce enhancement projects, system implementations, and User Acceptance Testing (UAT).
- Provide first-line system support and troubleshooting for Customer Care users.
- Drive adoption and success by training, supporting, and enabling end users.
- Maintain system configurations, user access, data integrity, and business documentation.
- Identify trends, analyze issues, and recommend innovative solutions to improve operational effectiveness.
Requirements
- High School Diploma or GED
- 3+ years of customer service experience
- 1+ years of SAP experience
Skills
- Salesforce CRM
- SAP
- Five9
- Workforce Management platforms
- AI technologies
- Automation tools
- Agile environment
- User Acceptance Testing (UAT)
- Microsoft Word
- Microsoft Excel
- Microsoft PowerPoint
Location
- Hybrid
Work Type
- Hybrid (3 days in office, 2 days remote)
Experience Level
- 3+ years of customer service experience
- 1+ years of SAP experience
Education Level
- High School Diploma or GED
- Associate's Degree or higher (Preferred)
Salary/Compensations
- $64,500.00 - $129,500.00 annually
Benefits
- Health Care Benefits: Medical, Dental, Vision; Wellness incentives
- Retirement Benefits
- Time off and Leave: Paid vacation days (up to 15), paid sick days (up to 5), paid personal leave (up to 5), paid holidays (up to 13), birth and adoption leave, parental leave, family and medical leave, bereavement leave, jury duty leave, military leave, purchased vacation
- Disability: Short-term and long-term disability
- Life Insurance and Accidental Death and Dismemberment
- Tax-Advantaged Accounts: Health Savings Account; Health Care Spending Account; Dependent Care Spending Account
- Tuition Assistance
About the Company
- Carrier Global Corporation is a global leader in intelligent climate and energy solutions.
- The company focuses on innovations that bring comfort, safety, and sustainability to life.
- Carrier's advancements in climate solutions improve lives, empower industries, and ensure safe transport of goods.
- Founded on the invention of modern air conditioning in 1902, Carrier leads with a purpose to enhance lives and the shared world.
- The company prides itself on a world-class, inclusive workforce that prioritizes the customer.
Equal Opportunity
- Carrier is an Equal Opportunity Employer.
- All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status or any other applicable state or federal protected class.
- Carrier provides affirmative action in employment for qualified individuals with a Disability and Protected Veterans in compliance with section 503 of Rehabilitation Act and the Vietnam Era Veterans' Readjustment Assistance Act.
- Reasonable accommodation is available for the application process, interviews, and other hiring process engagements.