3CLogic - Technical Analyst - Incident Management

4 weeks ago

Noida, India 3C Logic Full time

Experience : 3 to 7 years

Overview :

As a Technical Analyst, you will play a critical role in delivering quality and effective technical assistance to our clients utilizing our proprietary contact center solutions and tools. Your primary responsibility will be to provide technical support, troubleshooting, and issue resolution for complex inquiries and incidents reported by clients. You will work closely with the Global Service desk team, internal departments, and third-party vendors to ensure timely and effective resolution of technical issues, contributing to the overall satisfaction and success of our clients.

Key Responsibilities :

- Technical Support : Provide advanced technical assistance and troubleshooting for complex issues related to contact center solutions using analytical and fast thinking, including but not limited to telephony systems, IVR configurations, call routing, CRM integrations, and reporting tools.

- Incident Management : Receive, prioritize, troubleshoot, and resolve escalated incidents and service requests reported by clients within agreed SLA targets. Ensure proper documentation, tracking, and resolution of incidents using ticketing systems.

- Root Cause Analysis : Conduct thorough investigation and root cause analysis for recurring or critical incidents to identify underlying issues and implement permanent fixes or workarounds to prevent future occurrences.

- Customer Communication : Maintain clear and proactive communication with clients regarding incident status, resolution steps, and follow-up actions. Provide regular updates and ensure customer satisfaction throughout the resolution process.

- Collaboration : Collaborate closely with global service desk team members, internal departments (e.g., product development, engineering, quality assurance), and third-party vendors to escalate and resolve complex technical issues promptly.

- Knowledge Management : Contribute to the development and maintenance of knowledge base articles, technical documentation, and troubleshooting guides to empower both clients and internal teams with self-service resources.

- Continuous Improvement : Identify opportunities for process improvements, automation, and efficiency enhancements within the service desk operations. Proactively suggest and implement solutions to streamline support workflows and enhance service quality.

Qualifications and Requirements :

- Bachelor's degree in Computer Science, Information Technology, Electronics and Communication Engineering, or a related field is a must.

- 2-6 years of experience in a technical support role within the IT industry, preferably in a contact center or customer service environment.

- Experience providing technical support, fast and effective troubleshooting complex technical issues, and resolving escalated incidents.

- Proficiency in handling ITSM systems , CRM systems (such as Servicenow or JIRA).

- Proficiency in Databases Like MySQL and Postgres.

- Proficiency in Analysis of application logs, understanding Error states, and coming up with resolutions.

- Strong analytical and problem-solving skills, with the ability to diagnose and resolve technical issues efficiently.

- Excellent communication skills, both verbal and written (interaction with Global customers), with the ability to communicate technical concepts effectively to both technical and non-technical stakeholders.

- Experience in customer relationship management, including managing client expectations, providing regular updates, and ensuring customer satisfaction.

- Experience in root cause analysis and continuous improvement initiatives to enhance service quality and efficiency.

- Open to work in a fast-paced environment with potential for rotating shifts.

Preferred Qualifications :

- Proficiency in handling telephony systems, IVR platforms, ACD configurations, CR integration, and related technologies commonly used in contact centers will be an added advantage.

(ref:hirist.tech)

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