Backoffice Associate

Job duties for Back Office Associate vary based on the client’s needs and covers a wide range of tasks. However, these core job tasks are common in all environments: The people working at the back office aren’t usually client-facing and are counted on daily to complete a variety of operation crucial tasks. Being a part of the back office means you are part of the company’s backbone. As such, your role is pivotal in ensuring operations run smoothly and providing the support needed while also providing the company with ideas on how to improve the organization as you work through their processes daily.

Data Entry Task

Responsible for transferring data from paper formats into computer files or database systems. Or vice versa. Create spreadsheets, verifying them against source documents at different stages during the process.

Troubleshoot Technical Issues

Backoffice Associates will troubleshoot escalations via email or chat or ticket by using data analytics by running SQL Queries to extract patient information from the database to troubleshoot the issue. They will solve the problem by analyzing the data. Create reports using SQL queries to help find the exemptions in the process. 

Customer Service Support

Respond to customer inquiries regarding online appointments, orders, product questions, or problems in a live chat format using an online chat software system. Receives inquiries from a queue, documents customer interactions, and inputs tickets. Essentially, the 3 important qualities of a customer service person are three “p”s: professionalism, patience, and a “people-first” attitude.

Tickets handling 

Responsible for recording troubleshoot requests in a ticketing system and resolving issues while following Service Level Agreements and departmental expectations. Navigate between different applications to extract required information while solving the issue. keep logs of all tickets answered and addressed, including dates and times.

Essential Skills requirement

Backoffice Associates are good listeners, problem-solvers and pays attention to details who can diagnose, and fix operational problems based on very little information. We are looking for candidates who display the following essential skills:

Communication skills

Backoffice Associates need excellent writing and verbal communication skills to understand customer complaints and clearly relay solutions to technical problems.

Analytical skills

Excellent analytical skills are essential for Back Office Associate, who must help others fix operational tech related issues of all types.

Data entry

Some data entry skills are a must-have for Back Office Associate, who input information into different applications to process orders and perform import and export to excel/csv file.

Time management

Backoffice Associates use time management skills to prioritize customer calls and quickly address all customer tech problems

Problem-solving skills – Back Office Associate use their problem-solving skills to diagnose computer problems and fix them accordingly

Qualifications Requirement

  • Bachelor’s degree in Engineering or related field.

  • Proficient in Microsoft Word and Excel.

  • Knowledge of database and SQL is preferred.

  • 10-key (Numpad) speed of at least 8,000 KPH with minimal errors

  • Ability to maintain confidentiality regarding financial matters

  • Excellent bookkeeping and organizational skills

  • Comfortable with accepting and applying constructive criticism

  • Advanced mathematical skills