Customer Support Analyst - Senior & Junior

☞ Art Technology and Software India (PVT) Ltd.

看过: 101

更新日: 06-05-2024

位置: Ernakulam / Kochi / Cochin Kerala

类别: 咨询/客户服务 生产/工艺

行业: IT Services & Consulting

水平: Team Leader -(Technical)

工作类型: Full Time, Permanent

薪水: ₹ 2,50,000 - 5,50,000 P.A.

经验: 2 - 7 years

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工作内容

Experience

Senior 5 - 8 years

Junior : 2 - 5 years


Total Openings : 5

Senior : 2

Junior : 3


Roles and Responsibilities

Customer Support Analysts ensure our customers, some of the worlds leading cards and payments programmes, benefit from the highest levels of Customer support and expertise in their extensive use of our platform and services

Key responsibilities include, but are not limited to:

  • Being a named point of contact/ownership of service for a group of GPS Strategic customers as well as part of a team supporting all of our customers on a pool basis
    • Proactive identification and resolution of customer impacting issues.
    • Single point of accountability providing end to end ownership to drive successful and timely customer focussed outcomes
    • Detailed understanding of the customers business (products, customer journeys, volumes) and needs
    • Advocacy for customers where requirements which are new to company or not currently prioritised
  • Mentoring less experienced members of the team
  • Being an escalation point or thought partner in the resolution of issues
  • Providing analysis on card/transaction data
  • Understanding, following and adhering to defined incident management procedures and communication plans. Contributing to continuous improvement of our Incident Management process
  • Appropriate escalation of issues, providing clear and factual information to investigate effectively

The role offers multiple exciting career progression paths within the organization: Technical Support, Account Management, Testing and Project delivery.


Essential


  • A track record of success in a B2B customer facing service role, preferably in cards, payments, technology or a similar sector
  • An understanding of transaction processing systems, electronic Point of Sale and ATMs
  • Keen attention to detail
  • A strong sense of urgency and prioritisation
  • Excellent oral and written communication skills in English
  • Ability to perform both within a team and autonomously
  • Experience in office software applications such as Word, Excel, email and browsers
  • Experience with working with internal teams overseas and locally to drive resolutions
  • Working in a fast paced environment
  • Have a genuine passion for technology


Desired Candidate Profile


  • Experience with the following:
  • Monitoring tools and dashboards
  • JIRA Service Management/ConfluenceExperience of working in a high-octane environment where customer service is time critical and has a direct effect on the bottom line
  • Speaking another language


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最后期限: 20-06-2024

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