Customer Support

4 weeks ago


Delhi Division, India Ingenico Group Full time

Customer Support - Documentation Analyst

Job Summary:

We are seeking a detail-oriented and analytical Documentation Analyst to develop, document, and optimize support and service management processes in alignment with ITIL best practices. This role is essential in creating clear, consistent, and user-friendly process documentation that enables operational excellence across our customer support functions.

Key Responsibilities:

Document ITIL-based workflows for Incident, Problem, Change, and Request Management processes. Translate complex technical procedures and support workflows into clear, actionable content for various audiences, including Tier 1 support, technical teams, and business stakeholders. Collaborate with subject matter experts (SMEs), process owners, and service managers to gather requirements, validate process flows, and ensure alignment with service goals. Develop and maintain SOPs, KB articles, process maps, and training documentation using standardized templates and terminology. Ensure process documentation is accessible, version-controlled, and regularly reviewed for accuracy and compliance. Participate in process improvement initiatives and contribute to the continuous refinement of ITSM workflows. Work closely with Service Desk and Support teams to ensure documentation supports operational needs and reduces ticket handling time. Use tools like, Jira, Confluence or other ITSM tools to create flowcharts, diagrams, and supporting content.

Required Qualifications:

Proven experience (3+ years) writing technical documentation in an IT support, customer service, or ITIL environment. Solid understanding of ITIL v3 or ITIL 4 frameworks and best practices. Strong skills in process mapping, technical writing, and SOP creation. Excellent communication skills with a demonstrated ability to convey complex information clearly and concisely. Experience working with ITSM tools such as Jira Service Management, etc. Proficiency with documentation and collaboration tools (e.g., Confluence, SharePoint, MS Word, Visio, Miro).

Preferred Qualifications:

ITIL Foundation Certification (v3 or v4). Experience working in a fast-paced, ITIL-aligned support environment.

Experience with knowledge base management and self-service portal content.

Our Culture & Values

At Ingenico, we thrive on innovation, collaboration, and delivering customer value. Our values-Trust, Innovation, and Care-define how we work and grow together. We challenge the status quo, push boundaries, and deliver results as a team.

Diversity & Inclusion

Ingenico is proud to be an equal opportunity employer. We are committed to fostering an inclusive environment where every employee feels respected and empowered.

Ready to Make an Impact?

Join us and help shape the future of payments across Asia. Apply now.

Learn more about Ingenico:

Ingenico Global Website:



  • Delhi Division, India ApplyBoard Full time

    The Opportunity :As a Customer Professional at ApplyBoard, you will play a vital role in delivering top-notch customer experiences across various business lines, including Test, GIC, Chequing Accounts, and other Value-Added Solutions. You will be the front-line representative for our recruitment partners, ensuring that all interactions are positive and...


  • Delhi Division, India Suparshva Swabs (I) Full time

    Company DescriptionIncorporated in 1998, We, Suparshva Swabs (I) is the one of the largest & the most qualitative manufacturer/ exporter of Personal Hygiene products, like Cotton buds, special swabs, Cotton balls etc., in entire South Asia.Role DescriptionThis is a full-time on-site role for a Customer Care Executive located in Delhi, India. Must have expert...


  • Delhi Division, India Fill in the Blanks Full time

    - Handle inbound/outbound calls from clients- Provide emotional support and guidance to clients- Assess clients' concerns and provide appropriate solutions- Maintain accurate records of client interactions- Collaborate with team members to achieve goals- Generate new business leads and convert them into sales- Build and maintain relationships with clients...


  • New Delhi, India TRDFIN Support Services Pvt Ltd Full time

    We are hiring enthusiastic and customer-focused individuals to join our team as Customer Support Executives for a leading global sportswear brand. This is an excellent opportunity for fresh graduates or candidates with prior international BPO voice experience to build a rewarding career in customer support.Key Responsibilities Handle inbound and outbound...


  • New Delhi, India TRDFIN Support Services Pvt Ltd Full time

    We are hiring enthusiastic and customer-focused individuals to join our team as Customer Support Executives for a leading global sportswear brand. This is an excellent opportunity for fresh graduates or candidates with prior international BPO voice experience to build a rewarding career in customer support.Key Responsibilities- Handle inbound and outbound...


  • New Delhi, India TRDFIN Support Services Pvt Ltd Full time

    We are hiring enthusiastic and customer-focused individuals to join our team as Customer Support Executives for a leading global sportswear brand. This is an excellent opportunity for fresh graduates or candidates with prior international BPO voice experience to build a rewarding career in customer support.Key Responsibilities- Handle inbound and outbound...


  • New Delhi, India TRDFIN Support Services Pvt Ltd Full time

    We are hiring enthusiastic and customer-focused individuals to join our team as Customer Support Executives for a leading global sportswear brand. This is an excellent opportunity for fresh graduates or candidates with prior international BPO voice experience to build a rewarding career in customer support.Key Responsibilities Handle inbound and outbound...


  • Delhi Division, India United Imaging Healthcare Full time

    Who we are?Shanghai United Imaging Healthcare Co., Ltd. is dedicated to providing, developing and producing high-performance advanced medical imaging, radiotherapy equipment, life science instruments and offers intelligent digital solutions to customers worldwide. UIH is committed to creating more value for our customers and constantly improving the global...


  • Bangalore Division, India Rapsys Technologies Pte Ltd. Full time

    We're Hiring: Customer Support Executive! We are seeking a dedicated and customer-focused Customer Support Executive to join our team and provide exceptional service to our clients. The ideal candidate will have excellent communication skills, problem-solving abilities, and a passion for helping customers resolve their queries efficiently. Location: ...


  • New Delhi, India TRDFIN Support Services Pvt Ltd Full time

    We are hiring Customer Support Executives for our Domestic Chat Process team. The ideal candidate should have strong communication skills, a customer-first attitude, and the ability to handle customer interactions efficiently through chat support. Candidates with prior BPO experience are preferred, though motivated freshers with excellent skills will also be...