Business Analyst

4 weeks ago

Bengaluru India emagine Full time

Job Description

Role: Odessa Configuration and application support

Job Overview: We are seeking an enthusiastic and detail-oriented L1 Support Personnel to join our support team. The ideal candidate will be responsible for providing first-level technical support to end users, troubleshooting issues, and ensuring a high level of customer satisfaction. This is an excellent opportunity for individuals looking to start or advance their career in IT support.

Key Responsibilities:

- Serve as the first point of contact for internal and external users seeking technical assistance via email, forms or telephone.
- Diagnose and resolve basic technical issues related to Odessa, Platform Tools, and API/network connectivity.
- Perform configuration changes in Odessa.
- Escalate complex issues to higher-level support teams or Odessa when necessary while ensuring proper documentation of the escalation process.
- Maintain accurate records of user interactions and technical issues in the ticketing system.
- Provide timely follow-up with users to ensure their issues are resolved to their satisfaction.
- Assist with user account management, including password resets and access permissions.
- Contribute to the development and maintenance of knowledge base articles and documentation for common issues and solutions.
- Participate in training sessions and workshops to enhance technical and customer service skills.
- Collaborate with team members to improve support processes and enhance the overall user experience.

Qualifications:

- Previous experience in a customer service or technical support role is preferred
- Knowledge of Odessa
- Strong problem-solving skills and the ability to work independently.
- Excellent verbal and written communication skills.
- Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.
- A customer-oriented mindset with a desire to help others.

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