Customer Support Analyst

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.