Zycus jobs - Technical Support Analyst

JOB SUMMARY

With our current focus around Customer Responsiveness and providing excellent services to our Customers. We would like to bring in experienced professionals having prior experience in managing CSAT bring in their expertise and help Zycus achieve the set goals.

Responsibilities and Duties

JOB DESCRIPTION:

• Handle client calls to bring the issues/requests to a closure via screen sharing / chat / Emails as per the quality parameters set.
• Keeping the clients updated with the progress on the concerns raised.
• Communicate with clients and evaluate their needs and specifications.
• Ensuring high quality, up-to-date documentation exists for all service arrangements with our customers.
• Secure adherence to Company’s policies & guidelines
• Review daily priorities and take appropriate action to ensure results are achieved.
• Identify areas of improvement within the processes and provide appropriate recommendations.
• Provide articles to develop the KMDB.
• Liaising with Internal functions including Sales, Product Management, Engineering, Network Operations, Provisioning and other Service functions
• Ensure trainings assigned are attended and the required assessments cleared.

Abilities:

• Display client centricity, drive and ownership.
• Accept responsibility/accountability for assigned tasks.
• Break problems into manageable pieces and follow an organized approach to resolve them.
• Plan tasks to create deliverables and effectively execute that plan with little direction from supervisor.
• Work effectively in fast paced, team oriented, rapidly changing environment\
• Deliver high quality results on time.
• Display Willingness and ability to increase contribution and level of responsibility and proactively seek to do so
• Maintain poise, maturity, humility, professional conduct, presence, and appearance
• Establish and maintain effective and cooperative working relationships with peers, management, and clients
• Accept and act on feedback Communication provided at regular intervals and display an upward shift.
• All written communications are professional, accurate, complete, succinct, and grammatically correct
• External emails are courteous, logically organized, and tailored for the audience
• Listen effectively (i.e., take notes, clarify questions upfront, and seek to understand before being understood)
• Proactively provide input and present ideas in a considered and articulate manner

Required Experience, Skills and Qualifications

• Excellent Communication Skills (Most Important).
• Flexible to accommodate requirements in terms of availability.
• Should have a Logical & Analytical bent of mind.
• Should be able to handle emails & calls, also ensuring they are responded to in a timely manner without escalations.
• Able to judge priorities to meet deadlines without cutting corners.
• Taking responsibility for Unresolved Issues/ Escalations
• ITIL Certification will be advantageous
• Prior work experience in Application Support would be an advantage.

Skills:

• Ms. Office Proficiency
• Hands on – BMC Remedy / Sales Force / Remedy Force
• ITIL Certification will be an add on.

EXPERIENCE : 0-5 years

SHIFT: Night Shifts

EDUCATIONAL QUALIFICATIONS: Graduate

COMPENSATION: Competitive

Benefits

• Be a part of one of the fastest growing product Company in India
• Come join a young, dynamic & enterprising team
• Work on the latest technologies.