Analyst IRC261516

Description

Designation: Analyst (Customer Support Voice)
Experience Range: 1 – 2 years years of experience
Work Location: Gurgaon
Shift Timings: 24*7 Hours (Rotational shifts and week offs)

 

We are looking for
• 1+ years Technical Support Executives with excellent speaking skills in English
• Must possess any graduation degree (Must have Provisional Certificate and Consolidated Marks Memo)
• Must be willing to work from office & in 24×7 shifts (5 Working Days & 2 Week Offs)
• Must be ready to join immediately

Requirements

1-2 years experience in Customer support,

Handle Voice calls, emails and chat

Graduate in any disipline 

Experience with a SaaS product or cloud-based applications.
Prior customer support experience or technical support experience in a helpdesk environment.
Familiarity with knowledge base management or content creation.

Job responsibilities

• Triage Customer Inquiries: Respond to customer inquiries promptly, efficiently diagnosing issues related to our SaaS platform through live phone calls and support tickets in the system of record.
• Provide Support Solutions: Offer clear, concise, and effective solutions to customer problems based on established troubleshooting procedures and knowledge base.
• Documentation: Accurately document customer issues, steps taken to resolve them, and any follow-up actions in the support ticketing system. Maintain high standards for clear, detailed, and organized records.
• Knowledge Sharing: Create and update knowledge base articles and internal training materials to help prevent recurring issues and support self-service options for customers.
• Active Listening: Practice active listening during customer interactions to ensure understanding of their concerns and to communicate solutions effectively.
• Collaboration: Work closely with the Level Two support team and other departments as needed to escalate complex issues or identify systemic problems that require further investigation or resolution.
• Customer Communication: Deliver exceptional, clear, and professional communication, both in written and verbal form, ensuring customers are always informed about the status of their inquiries.
• Continuous Improvement: Identify trends or recurring issues and provide feedback to improve product functionality, documentation, and overall customer experience.

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.