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.