2022 Coordinator - Knowledge Management System - New Delhi null

About the opportunity

Bain & Company is a global consultancy that helps the world’s most ambitious change-makers define the future.  Across 61 offices in 39 countries, we work alongside our clients as one team with a shared ambition to achieve extraordinary results, outperform the competition, and redefine industries. We complement our tailored, integrated expertise with a vibrant ecosystem of digital innovators to deliver better, faster, and more enduring outcomes. Our 10-year commitment to invest over $1 billion in pro bono services brings our talent, expertise, and insight to organizations tackling today’s urgent challenges in education, racial equity and social justice, economic development, and the environment. Since our founding in 1973, we have measured our success by the success of our clients, and we proudly maintain the highest level of client advocacy in the industry.

WHO YOU’LL WORK WITH

The KM Systems Coordinator is primarily responsible for customer support for Iris, Bain’s knowledge management platform.   They will interact with all roles across the firm, responding to questions and feedback received through the system support mailbox.  They also will contribute to the continuous improvement of Iris by conducting analysis and sharing customer and usage trends with the product team.

WHAT YOU’LL DO  

• Provide customer support for Bain’s KM Systems
• Be the main point of contact for system users.   Review questions, research answers, and get back to customers in a timely fashion.
• Triage and escalate priority technical issues, working with tech and product teams.   Keep customers informed of progress.
• Create reports and conduct analysis, working closely with KM Systems Analyst
• Identify trends from customer support and work with the team on next-step actions
• Monitor risk reports and administer escalation process with discretion and professionalism

ABOUT YOU

• Min 1 year+ of experience working in system/product support and analytics
• Strong customer service and communication skills
• Analytical and problem-solving skills, with attention to detail
• Must be at least a graduate
• Interest and aptitude to learn new tools & technologies (e.g. Google Analytics, Alteryx)
• Ability to self-motivate and proactively contribute to team results

WHAT MAKES US A GREAT PLACE TO WORK 

We are proud to be consistently recognized as one of the world's best places to work, a champion of diversity, and a model of social responsibility. We are currently ranked the #1 consulting firm on Glassdoor’s Best Places to Work list, and we have maintained a spot in the top four on Glassdoor's list for the last 12 years. We believe that diversity, inclusion, and collaboration are key to building extraordinary teams. We hire people with exceptional talents, abilities, and potential, then create an environment where you can become the best version of yourself and thrive both professionally and personally.  We are publicly recognized by external parties such as Fortune, Vault, Mogul, Working Mother, Glassdoor, and the Human Rights Campaign for being a great place to work for diversity and inclusion, women, LGBTQ, and parents.