Customer Support Analyst
Posted Updated
Description
Must-Have:
- Experience in handling ACD (Automatic Call Distribution) calls efficiently.
- Proficiency in coordinating Major incidents and ensuring timely resolution.
- Ability to manage the Decommissioning process of laptop desktops effectively.
Preferred:
- Certification or training in customer service or IT support.
- Experience in working with ticketing systems and incident management tools.
- Strong communication skills and the ability to work well under pressure.
- Required Skills and Other Details:
Responsibilities:
- Handle ACD calls, prioritize, and escalate as necessary.
- Serve as the communications coordinator for major incidents, liaising with onshore primary SPOCs and internal teams. ensuring proper communication and resolution.
- Communicate incident updates and resolutions to stakeholders, ensuring transparency and clarity throughout the incident management process.
- Manage the Decommissioning process of laptop desktops, including data security measures.
- Provide technical support and guidance to junior support staff.
- Maintain accurate records of incidents, resolutions, and customer interactions.
- Assess ServiceNow tickets, prioritize based on severity and impact, and triage as needed.
- Collaborate with internal teams to resolve tickets within defined SLAs.
Qualifications:
- Bachelor’s degree in a relevant field or equivalent work experience.
- 2-4 years of experience in customer support or technical support roles.
- Proficiency in providing technical support via voice calls, email, and web-based channels.
- Strong understanding of ITSM processes and familiarity with ServiceNow and other relevant tools.
- Experience with IT asset decommissioning processes.
- Excellent communication skills, both verbal and written.
- Ability to prioritize tasks and manage multiple responsibilities effectively.
- Customer-focused mindset with a dedication to providing exceptional service.
Soft Skills:
- Excellent interpersonal skills and a customer-centric approach.
- Ability to work independently and as part of a team.
Strong organizational skills and the ability to multitask effectively.