Operations Support Analyst

4 days ago

mumbai, India Boku Inc Full time

SUMMARY: 

As a Support Analyst, you will contribute to our best-in-class payment services by providing prompt and accurate support to customers, partners, and internal stakeholders. Working alongside a team of Customer Support Agents, Operations Support Technicians and Engineers, and support management, you will deliver excellent customer service, exceeding expectations, and meeting service-level agreements. With a strong focus on technical and analytical skills, you will ensure timely and effective resolution of requests.

  RESPONSBILITIES: 

Assist customers, partners, and internal stakeholders through various communication channels, including email, chat, and service management platforms. Promptly acknowledge and resolve customer requests according to priority and within defined service level agreements. Follow standard operating procedures, utilizing knowledge base articles, internal documentation, and training resources to resolve requests. Support ongoing service operations by monitoring and managing vendor services, reconciling transactions and subscription accounts, and handling offline refund processing. Provide professional, courteous, and efficient service, exceeding customer expectations. Collaborate with the Customer Support team, offering expertise and assistance for ad-hoc or complex cases. Escalate advanced or ad-hoc requests to higher-level tiers or other internal teams when necessary. Contribute to the maintenance of accurate knowledge bases and standard operating procedures, integrating insights from support case resolutions to enhance overall knowledge. Utilize analysis and information retrieval tools to gather, analyze, troubleshoot, and resolve customer requests. Develop and maintain a comprehensive understanding of our products, services, programs, and customer requirements.

QUALIFICATIONS:

Higher education, such as a bachelor's degree, or equivalent work experience. Minimum of 2 years' experience in customer-facing support roles, such as customer support, customer success, help desk, or technical support. Proficiency in online electronic payment processing, including transaction troubleshooting and familiarity with ecommerce environments. Familiarity with service management tools like Zendesk, Jira Service Management, or Service Now. Strong data analysis skills, including working with relational databases, data visualization, Microsoft Excel data analysis tools (including Pivot tables), and statistical analysis. Working knowledge of websites, web applications, and mobile applications, including APIs. Excellent critical thinking and analytical skills, enabling effective problem-solving and decisionmaking. Strong verbal and written communication skills in English, with a customer-centric approach. Ability to thrive under pressure while maintaining professionalism. Excellent multitasking abilities and the capacity to make real-time decisions in a fast-paced, high-volume environment. Eagerness to learn and grow, particularly in technical areas. Self-motivation, initiative, and accountability in handling responsibilities and tasks. Effective collaboration skills, both in individual and team-oriented settings, with active participation. Flexibility in working hours, as occasional work outside of traditional office hours may be required to serve our global customer base.

The ideal candidate for this role has a minimum of 2 years' experience in customer or client-facing support roles, preferably within the financial services or technology industry. They are analytically inclined and possess a strong record of accomplishment of supporting technical and product operations in a customer/client-based environment. With demonstrated proficiency in customer support functions and beginner-level or higher experience in technical support, they excel in providing exceptional service and resolving issues efficiently. If you embody these qualifications, we encourage you to apply and join our team as we strive for excellence in delivering outstanding support.

  • Operations Support Analyst

    1 month ago

    Mumbai, India Boku Inc Full time

    SUMMARY:  As a Support Analyst, you will contribute to our best-in-class payment services by providing prompt and accurate support to customers, partners, and internal stakeholders. Working alongside a team of Customer Support Agents, Operations Support Technicians and Engineers, and support management, you will deliver excellent customer service,...

  • Operations Support Analyst

    4 weeks ago

    Mumbai, India Boku Inc Full time

    SUMMARY:  As a Support Analyst, you will contribute to our best-in-class payment services by providing prompt and accurate support to customers, partners, and internal stakeholders. Working alongside a team of Customer Support Agents, Operations Support Technicians and Engineers, and support management, you will deliver excellent customer service,...

  • Commercial Operations Analyst

    4 weeks ago

    mumbai, India SUN PHARMA Full time

    Hi,We are having an opening for Commercial Operations Analyst for our Mumbai location.Position: Manager- Commercial Operations AnalystCompany: Sun Pharmaceutical Industries LtdLocation: MumbaiJob Summary :The Commercial Operations Analyst is responsible for performing basic financial/sales analysis, modelling, forecasting and reporting to identify trends,...

  • Lead Support Analyst

    2 weeks ago

    Mumbai, Maharashtra, India Ovyo Full time

    About Ovyo: Ovyo works globally with companies in the TV, Media & Networks industries including household content brands and operators.Our people provide consulting services to sell the products, build the platforms, test the apps, and drive the programmes that shape the way the world watches video and connects.Our management team is in the UK, and we have...

  • Lead Support Analyst

    2 weeks ago

    Mumbai, Maharashtra, India Ovyo Full time

    About Ovyo: Ovyo works globally with companies in the TV, Media & Networks industries including household content brands and operators. Our people provide consulting services to sell the products, build the platforms, test the apps, and drive the programmes that shape the way the world watches video and connects. Our management team is in the UK, and we have...

  • Operations Analyst

    2 weeks ago

    Mumbai, India Michael Page Full time

    Opportunity to work in a global fund in a unique roleOpportunity to work directly with CEOs and senior leaders across various domainsAbout Our ClientThe firm is an international, family-backed evergreen investment company and partners with entrepreneurs who are building the next generation of category-defining brands that will positively impact the consumer...

  • Operations Analyst

    2 weeks ago

    Mumbai, Maharashtra, India Michael Page Full time

    Opportunity to work in a global fund in a unique roleOpportunity to work directly with CEOs and senior leaders across various domainsAbout Our ClientThe firm is an international, family-backed evergreen investment company and partners with entrepreneurs who are building the next generation of category-defining brands that will positively impact the consumer...

  • Lead Support Analyst

    2 weeks ago

    mumbai, India Ovyo Full time

    About Ovyo: Ovyo works globally with companies in the TV, Media & Networks industries including household content brands and operators. Our people provide consulting services to sell the products, build the platforms, test the apps, and drive the programmes that shape the way the world watches video and connects. Our management team is in the UK, and we...

  • Lead Support Analyst

    2 weeks ago

    Mumbai, India Ovyo Full time

    About Ovyo: Ovyo works globally with companies in the TV, Media & Networks industries including household content brands and operators. Our people provide consulting services to sell the products, build the platforms, test the apps, and drive the programmes that shape the way the world watches video and connects. Our management team is in the UK, and we have...

  • Lead Support Analyst

    5 days ago

    Mumbai, India Ovyo Full time

    About Ovyo: Ovyo works globally with companies in the TV, Media & Networks industries including household content brands and operators. Our people provide consulting services to sell the products, build the platforms, test the apps, and drive the programmes that shape the way the world watches video and connects. Our management team is in the UK, and we have...

  • Operations Analyst

    2 weeks ago

    Mumbai, Maharashtra, India Michael Page Full time

    Opportunity to work in a global fund in a unique role Opportunity to work directly with CEOs and senior leaders across various domains About Our Client The firm is an international, family-backed evergreen investment company and partners with entrepreneurs who are building the next generation of category-defining brands that will positively impact...

  • Commercial Operations Analyst

    4 weeks ago

    Mumbai, India SUN PHARMA Full time

    Hi,We are having an opening for Commercial Operations Analyst for our Mumbai location.Position: Manager- Commercial Operations Analyst Company: Sun Pharmaceutical Industries LtdLocation: Mumbai Job Summary : The Commercial Operations Analyst is responsible for performing basic financial/sales analysis, modelling, forecasting and reporting to identify trends,...

  • Commercial Operations Analyst

    1 month ago

    Mumbai, India SUN PHARMA Full time

    Hi,We are having an opening for Commercial Operations Analyst for our Mumbai location.Position: Manager- Commercial Operations Analyst Company: Sun Pharmaceutical Industries LtdLocation: Mumbai Job Summary : The Commercial Operations Analyst is responsible for performing basic financial/sales analysis, modelling, forecasting and reporting to identify trends,...

  • Commercial Operations Analyst

    1 month ago

    mumbai, India SUN PHARMA Full time

    Hi, We are having an opening for Commercial Operations Analyst for our Mumbai location. Position: Manager- Commercial Operations Analyst Company: Sun Pharmaceutical Industries Ltd Location: Mumbai Job Summary : The Commercial Operations Analyst is responsible for performing basic financial/sales analysis, modelling, forecasting and reporting to identify...

  • Commercial Operations Analyst

    4 weeks ago

    Mumbai, India SUN PHARMA Full time

    Hi, We are having an opening for Commercial Operations Analyst for our Mumbai location. Position: Manager- Commercial Operations Analyst Company: Sun Pharmaceutical Industries Ltd Location: Mumbai Job Summary : The Commercial Operations Analyst is responsible for performing basic financial/sales analysis, modelling, forecasting and reporting to identify...

  • Commercial Operations Analyst

    4 weeks ago

    Mumbai, India SUN PHARMA Full time

    Hi,We are having an opening for Commercial Operations Analyst for our Mumbai location.Position: Manager- Commercial Operations Analyst Company: Sun Pharmaceutical Industries LtdLocation: Mumbai Job Summary : The Commercial Operations Analyst is responsible for performing basic financial/sales analysis, modelling, forecasting and reporting to identify trends,...

  • Operations Analyst

    2 months ago

    mumbai, India Michael Page Full time

    Opportunity to work in a global fund in a unique role Opportunity to work directly with CEOs and senior leaders across various domains About Our Client The firm is an international, family-backed evergreen investment company and partners with entrepreneurs who are building the next generation of category-defining brands that will positively...

  • Operations Analyst

    4 weeks ago

    mumbai, India Michael Page Full time

    Opportunity to work in a global fund in a unique role Opportunity to work directly with CEOs and senior leaders across various domains About Our Client The firm is an international, family-backed evergreen investment company and partners with entrepreneurs who are building the next generation of category-defining brands that will positively...

  • Commercial Operations Analyst

    2 weeks ago

    Mumbai, Maharashtra, India SUN PHARMA Full time

    Hi,We are having an opening for Commercial Operations Analyst for our Mumbai location.Position: Manager- Commercial Operations AnalystCompany: Sun Pharmaceutical Industries LtdLocation: MumbaiJob Summary:The Commercial Operations Analyst is responsible for performing basic financial/sales analysis, modelling, forecasting and reporting to identify trends,...

  • Commercial Operations Analyst

    1 month ago

    Mumbai, India SUN PHARMA Full time

    Hi,We are having an opening for Commercial Operations Analyst for our Mumbai location.Position: Manager- Commercial Operations AnalystCompany: Sun Pharmaceutical Industries LtdLocation: MumbaiJob Summary:The Commercial Operations Analyst is responsible for performing basic financial/sales analysis, modelling, forecasting and reporting to identify trends,...