Client Support Specialist II

2 weeks ago


Norcross, Georgia, United States Iron Mountain Inc Full time

At Iron Mountain, we understand that effective work contributes positively to our clients, our workforce, and the environment. We are on the lookout for dedicated and intelligent individuals to join our team. Whether you are starting your professional journey or seeking a new direction, we invite you to explore how you can enhance the impact of your work at Iron Mountain.

We offer specialized, sustainable solutions in records and information management, digital transformation, data center services, asset lifecycle management, and fine art logistics. Every day, we collaborate with our extensive customer base to safeguard their precious assets, optimize their inventory, and ensure data privacy through innovative and socially responsible practices.

Are you interested in contributing to our growth while developing your skills in an inclusive culture that values your unique input? If so, we would love to hear from you.

Job Overview
Client Support Specialist II
Iron Mountain is looking for a Client Support Specialist II to become part of our Customer Services & Support Team.

Position Highlights

  • COMPENSATION: $18/hr
  • SCHEDULE: Monday - Friday 8am-4:45pm
  • This is a HYBRID role; candidates must be located within a specified distance for required in-office attendance.
  • Must successfully complete a background check and drug screening.
Key Responsibilities:
  • Manage and take ownership of customer inquiries and requests. Analyze and resolve customer issues on the first point of contact, ensuring timely and consistent responses within established protocols.
  • Update customer account information as needed, making informed decisions to meet customer objectives while adhering to guidelines. Address and clarify customer questions and concerns.
  • Identify trends and make recommendations for issue resolution. Assist customers with necessary technology setups. Oversee account modifications, including inventory consolidations and departmental organization, as well as maintenance and classification of records.
  • Produce specialized customer reports, such as activity summaries and growth metrics for Account Managers.
  • Collaborate with supervisors, managers, and other departments to address customer needs and concerns. Maintain professionalism and courtesy in all customer interactions.
  • Ensure timely completion of all service requests in line with service level agreements. Support customer needs communicated through Account Management or other internal teams.
Essential Skills, Qualifications, and Competencies:
  • High school diploma required; a minimum of 2 years of college education is preferred, though a degree is not mandatory.
  • Experience: 2-4 years in customer service roles.
  • Strong customer service skills.
  • Attention to detail.
  • Proficiency in various computer software applications.
  • Excellent verbal and written communication abilities.
  • Strong organizational and interpersonal skills.
  • Flexibility to work shifts based on business requirements.
  • Ability to efficiently resolve customer inquiries on the first contact, demonstrating strong reasoning skills.


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