Support Analyst IRC254977

Description

We support Partners for queries related to their account, their ebooks/audiobooks via chat and email.

Requirements

● Graduate degree in any discipline
● The candidate must be flexible with 24*7 shift timing
● Excellent written and good oral communication skills
● Good interpersonal skills and decision-making capabilities

● Expertise in Google Docs Suite (Drive, Docs, SPreadsheet, Slides, etc. or MS office tools – Excel and Word

● Good analytical skills with a logical mind-set
● Strong data interpretations skills to analyze and document relevant findings.
● Must be flexible to work on Public Holidays.
● Self-directed, adaptable to changes in the work environment/rules/directions
● Professional attitude and service orientation; team player.
● Front end + real time Customer Service experience (chat/email)
● Customer Service Acumen
● Typing speed at least 30wpm
● Computation ability (basic)
● Hands on with internet

 

Job responsibilities

● Manage large amount of incoming partner emails and chats per the project’s productivity and
quality SLAs
● Provide answers/resolution to partner queries/issues through email and chat to the utmost
satisfaction of partners
● Escalate issues requiring high-level expertise to expert teams/individuals and get a resolution
for the partner
● Liaise between partners and various internal teams/individuals while working to get answers or
resolution to partner queries/issues
● Responsible for analyzing and reviewing content which might also include sexually explicit
content (text/audio).
● Work on various ad-hoc projects requiring reaching out to partners through email and review
large amounts of data/info while exceeding the quality and productivity targets
● Identify and share partner feedback with the relevant individuals/teams through appropriate
internal channels in place
● Assist team/ops management identify and analyze opportunities to optimize and develop
processes & tools for improving internal efficiency and partner experience
● Track performance status, metrics, etc of various tasks undertaken

What we offer

Culture of caring. At GlobalLogic, we prioritize a culture of caring. Across every region and department, at every level, we consistently put people first. From day one, you’ll experience an inclusive culture of acceptance and belonging, where you’ll have the chance to build meaningful connections with collaborative teammates, supportive managers, and compassionate leaders. 

Learning and development. We are committed to your continuous learning and development. You’ll learn and grow daily in an environment with many opportunities to try new things, sharpen your skills, and advance your career at GlobalLogic. With our Career Navigator tool as just one example, GlobalLogic offers a rich array of programs, training curricula, and hands-on opportunities to grow personally and professionally.

Interesting & meaningful work. GlobalLogic is known for engineering impact for and with clients around the world. As part of our team, you’ll have the chance to work on projects that matter. Each is a unique opportunity to engage your curiosity and creative problem-solving skills as you help clients reimagine what’s possible and bring new solutions to market. In the process, you’ll have the privilege of working on some of the most cutting-edge and impactful solutions shaping the world today.

Balance and flexibility. We believe in the importance of balance and flexibility. With many functional career areas, roles, and work arrangements, you can explore ways of achieving the perfect balance between your work and life. Your life extends beyond the office, and we always do our best to help you integrate and balance the best of work and life, having fun along the way!

High-trust organization. We are a high-trust organization where integrity is key. By joining GlobalLogic, you’re placing your trust in a safe, reliable, and ethical global company. Integrity and trust are a cornerstone of our value proposition to our employees and clients. You will find truthfulness, candor, and integrity in everything we do.

About GlobalLogic

GlobalLogic, a Hitachi Group Company, is a trusted digital engineering partner to the world’s largest and most forward-thinking companies. Since 2000, we’ve been at the forefront of the digital revolution – helping create some of the most innovative and widely used digital products and experiences. Today we continue to collaborate with clients in transforming businesses and redefining industries through intelligent products, platforms, and services.