DMS Customer Care Specialist

• Direct experience in dealing with customers is essential.
• Strong performance working in teams.
• Telephone handling and complaint handling skills.
• Direct experience with learning in a dynamic organisation and open to change and ambiguity when dealing with problems on the fly.
• Time management/prioritisation skills.
• Excellent communication and social skills for the purpose.
• Outstanding customer focus – both internal and external.
• Able to build informal networks across functions, service lines and countries.
• Capacity to lead projects.

• Ensure timely delivery of services based on SLAs, SOPs and locally agreed KPIs across DMS service line.
• Resolve customer issues through established processes and systems in cooperation with relevant service lines and provider.
• Carry out continuous improvement on CARE processes and service levels, as well as supporting systems.
• Handle external and internal contacts and networks to support in above.
• Proactively find suitable solutions to advance the customer experience & coordinate the Change Request process.
• Actively support in lead generation, reporting and similar as part of the overall customer approach.
• Drive the Governance calls at customer level (weekly & monthly).
• Maintain/Close in a timely manner the IM related open items in the Customer’s Issue Tracker.
• Reply/close the customer’s requests coming through the emails in a 24/72 hours SLA.
• Manage the Issue Resolution Tickets in OTRS (communication/ticketing system) and close them in a timely manner as per the agreed SLA’s.
• Providing the appropriate RCA to the customer.
• Driving the Reject/Rescan flow between the scan sites – operations - customer.
• Ongoing training and feedback for the existing resources, in order to meet the Accuracy and customer’s expectations.
• Applying their technical solution expertise in the implementation of the new customer’s requests.
• Communicating the process changes with the Operations team (scanning sites, Verification and customer’s).
• Hypercare support during the post-Go Live period until the process stabilization.
• Ensure the system/OCR set up as per the SOW agreements with the customers: observing, testing, suggest the changes/solutions and follow up for the implementation.
• Coordinate the downstream & Upstream processes in case of Outage.

• Working in different time zones including language challenges.
• Working autonomously or having limited access to immediate manager.
• Short lead times.
• Professionally handling incoming requests when further information is required for processing.
• To be flexible, service minded, decisive and customer focused at all times even in stressful situations.

• Be part of an ever evolving global organization focused on transformation and innovation.
• A support system where you have a safe place to voice your opinion, share feedback, and be your true authentic self.
• Global connectivity to learn from 26,000+ teammates across 52 countries.
• Be part of a winning team who embrace diversity, inclusion, and our differences.
• Competitive Total Reward offerings to support your career at Iron Mountain, family, personal wellness, financial wellbeing.
• The possibility of working from home.

For over 70 years, Iron Mountain Incorporated (NYSE: IRM) has been your strategic partner to care for your information and assets. A global leader in storage and information management services and trusted by more than 225,000 organizations around the world, including 95% of the Fortune 1000, we protect, unlock, and extend the value of your work—whatever it is, wherever it is, however it’s stored.

We create the framework necessary to bridge the gaps between paper, digital, media, and physical data and extract value along its lifecycle, helping to build your organizational resilience. And all this with a commitment to sustainability at our core.

Our relationship is a true partnership where you trust us not only to preserve institutional knowledge and enhance efficiency, security, and access but to make your work mean more. Because in that work is the power to not only accelerate your business, but elevate it.