Client Care Support Representative

About Us

Access is a global leader in information management solutions, offering comprehensive services across the entire document and records management lifecycle. From secure offsite storage for paper and digital records to advanced software for privacy, retention, and document management, Access enables organizations to protect, govern, and maximize the value of their information. Our end-to-end services include backfile imaging and digital delivery, scanning and digitization, business process automation, and secure destruction, purges, shredding and data archiving.

About the Role

The Customer Care Support Representative (India) provides back-office processing support for Access customers. This is a non-customer-facing role: the representative does not take inbound Customer calls or initiate outbound Customer contact. Instead, the role processes work orders, service requests, data entry, and database research that support the Customer-facing Customer Care teams based onshore, ensuring accurate and timely execution behind the scenes.

Roles and Responsibilities

Primary Functions

• Process service scheduling requests and service-related updates received from onshore Customer Care teams; no direct Customer contact required.
• Provide back-office product support for Access’s Record Management system by processing requests routed from the onshore support queue.
• Process work orders daily while complying with SOPs
• Process internal requests regarding order fulfillment status, service availability, and pricing lookups for use by the onshore Customer-facing team; no direct Customer interaction.
• Notify operations (warehouse teams) of changes that may affect service schedules.
• Complete database research on missing Customer containers, files, or tapes, and maintain accurate records per SOPs.
• Log and route Customer communication needs (e.g., callback requests) to the appropriate onshore team member; does not contact Customers directly.
• Process destruction and permanent-out work orders per SOPs.
• Complete Customer data entry per SOPs.
• Complete importing of Customer data per SOPs.
• Process requests for printed barcodes as needed per SOPs.

Secondary Functions

• Notify direct supervisor of any issues related to your job.
• Follow proper escalation procedures per SOPs, routing any item requiring direct Customer contact to the onshore Customer Care team.

Other Responsibilities

• Comply with all company policies and procedures.
• Maintain knowledge of our industry and new regulations.
• Other duties as assigned by supervisor.

Required Qualifications

• Bachelor's degree preferred.
• Six months or more experience in a back-office, data processing, or shared-services environment preferred.

Knowledge, Skills and Abilities

• Must have strong Windows-based computer skills.
• Strong written English communication skills (grammatically correct; used for internal documentation and handoffs, not direct Customer correspondence).
• Excellent listening and comprehension skills for internal team coordination.
• Must have excellent attention to detail.
• Ability to work collaboratively in a team environment, including coordinating across time zones with onshore teams.
• Ability to problem-solve independently within SOP guidelines.
• Ability to multi-task with a strong attention to detail.
• Ability to adapt to a fast-paced environment.
• Ability to demonstrate continuous employment/work history.

Competencies :

• Strong Communication Skill
• Ownership and Accountability
• Attention to detail
• Team Collaboration
• Problem Solving