At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That’s why we need smart, committed people to join us. Whether you’re looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain.

We provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner every day with our 225,000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways. 

Are you curious about being part of our growth stor​y while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.

Job Summary

This position is responsible for governance of the all cases processed by the
contracts team. Ensure customers & internal stakeholder’s requirements are resolved in accordance with service level agreements and performance metrics. The position will be supporting internal and external customers with audit and route cause analysis to improve performance. This position requires multitasking abilities, being flexible to change, Sound reading comprehension of emails, strong system skills, reliability, excellent keyboarding skills, paying attention to details and interpersonal ability with good oral and written communication.

Key Areas of Responsibility

Research and pull various reports and documents from internal systems based on client request and requirement

Audit – Responsible for auditing accounts that are created as part of the account creation process

Import, consolidate, format and analyze customer data from multiple systems using Excel

Attention to detail needed while working on each request

Provide excellent Customer Service to internal customers

Communicate effectively with company employees regarding proper required information and instructing them on proper procedures

Maintain records for customer interaction, recording details including the actions taken on every request

Skills Required

Sound reading comprehension and Excellent verbal (oral) and written communication skills

Speed and accuracy of data input experience required - Excellent keyboarding skills

Proficient with MS programs - Microsoft Excel and Microsoft Outlook (Other system experience is a plus)

Flexible- adapts well to change. Ability to handle various tasks in a fast-paced, ever changing environment

Strong analytical and organizational skills with attention to detail

Excellent problem resolution skills

Responsiveness and sense of urgency

Ability to think strategically, and act tactically

Develop and maintain an in-depth knowledge of relevant IM process and procedures

Complete all work to a high quality and exceed levels of customer satisfaction

Qualification Required

Any graduate with minimum 0 - 4 years’ experience in customer support, or, BPO OPERATIONS