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Product Support Analyst
4 months ago
Log, classify, evaluate, prioritize and assignment of voluminous customer enquiries and issues reported through calls, emails, chats and customer portal; Manage the case life cycle from triage to resolution within the agreed SLA, at highest accuracy levelsIssue and Request Management:
Effective primary and secondary investigation of cases reported to achieve "first hand resolution"; Fulfilment of client request within the scope of client operations; Manage internal communication with the resolver teams, provide active user notifications wherever requiredCustomer Relationships:
Respond promptly to all queries from customers, thus positively impacting customer experience; ensure a friendly, open, professional etiquette is maintained always; practice a strong customer-centric approachPerformance : Meet defined service level agreement for response and resolution of requests and issues; Ensure expert product support service is offered that would allow positive customer satisfaction survey comments and ratings; Meet defined first-hand resolutions by excelling in the product knowledgeKnowledge Management:
Continuously up-skill on the product knowledge and related market topics; contribute to the knowledge management articles to the Service portalTo join us as a Product Support Analyst you will need the following experience and skills:You will have minimum 2 Years of experience as French speaking support analyst as a part of Service Desk/ Application/Product Support team that involves co-ordination and interaction with business users via different mode of communication using a service desk tool/systemYou must have good understanding of MS office toolsYou will ideally have general knowledge of the financial domain and specifically, fund data is an added advantageYou must have excellent French & English Communication skills (verbal & written) with accent neutral dictionYou will have very strong analytical skills and the ability to solve a problem quicklyyou must have the ability to talk to international customers and establish a good working relationship with the internal and external teamsYou will ideally have the ability to achieve the defined performance metrics in terms of SLAs, TAT, Quality, APT and first-hand resolution
By joining the team as a Product Support Analyst, you will be offered the following:24 days of Annual leavePaid Study leaveEnhanced paternity & maternityStatutory benefits - top end 12% PF and GratuityFlexible home and office workingSupport to set up home officeMedical insurance cover with option to add family membersDedicated emotional wellness care for all employeesAnnual health check upPre-paid benefit cards
In Addition, You Will Have The Opportunity To Work For a Company That Values Trust, Connectivity And Innovation. In Line With Our Core Values, You Can Also Expect The FollowingFull
Learning accessA sustainable business that cares for the environment and our communitiesOpportunities to give back to local communities through volunteer daysBecoming a part of Charity Challenges for raising money for charities selected by employeesOptions to join and lead diversity and inclusion initiativesInvitations to office social events and sport activities
