Customer Support Senior Analyst

About the role

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 story while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation. Iron Mountain is seeking a highly motivated Customer Support Senior Analyst to join our Customer Excellence team. In this role you will be responsible for providing timely responses to customer inquiries by telephone, email or website chatbot in an in- or outbound contact/service center, consistent with service and quality standards. Resolves mostly routine and some non-routine, more complex problems and communicates solutions or requested information to the customer. Analyzes a customer's service needs and refers to other service or technical departments for follow up as needed. What You'll Bring (Skills & Qualifications) Advanced PC skills: MS Office, CRM platforms (Salesforce is a plus). Basic knowledge of administrative processes (orders, archiving, document destruction, logistics). Excellent written and verbal communication skills: German - advanced and English Attention to detail, organization, and solution-oriented mindset. Ability to work efficiently in an international and dynamic environment. Critical thinking, proactivity, and a positive can-do attitude. Empathy, patience, and strong customer focus. Ability to prioritize tasks and meet deadlines. Team spirit and openness to continuous learning. What You'll Do (Responsibilities) ● Multi-Channel Communication: Manages customer inquiries across all channels, including phone calls, emails, live chats, online meetings, etc. Ensures every interaction-regardless of the medium-is prompt, accurate, and professional. ● Onboarding & Technical Training: Facilitates a smooth onboarding process from day one. Conducts formal customer training sessions to ensure users are proficient in our tools and can optimize their activities using the product (example: IM Connect). ● Value Promotion & Education: Continually educates customers on the value of the company's products and services to drive long-term adoption and brand loyalty. ● Order & Service Management: Processes service orders (e.g., box retrieval/delivery, document destruction, digital archiving) in line with internal procedures. Proactively reaches out via phone and email to provide status updates and manage expectations regarding delays. ● Conflict Resolution & Escalation: Resolves complex customer complaints by investigating root causes. Thoroughly documents details in Salesforce and follows the internal escalation process to ensure timely resolution. ● Retention & Data Analysis: Analyzes customer data and feedback to identify trends or pain points. Identifies at-risk customers and implements targeted retention strategies to prevent churn. ● Data Integrity & Compliance: Maintains accurate, real-time records of all calls, meetings, and interactions in Salesforce. Ensures strict adherence to SLA requirements, data privacy standards, and security regulations. ● Cross-Functional Collaboration: Partners with Sales, Account Management, Operations, Billing, IT and other teams to streamline processes and meet customer needs. ● Professionalism & Ethics: Upholds the company image through ethical conduct, a customer-first mindset, and promotion of brand values. ● Operational Support: Performs additional tasks or responsibilities reasonably requested by their manager or other leadership roles, to support departmental goals. What We Offer (Benefits) This role is located in Cluj -Napoca, Romania. Competitive compensation and benefits aligned with the experience. Opportunities for continuous learning and professional growth. Call to Action: If you are a motivated, customer-focused individual ready to deliver world-class service, apply today to join the Iron Mountain team! Category: Customer Support

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