Customer Support Analyst

Job Description AVEVA is creating software trusted by over 90% of leading industrial companies. This position serves an important function within the Customer Support organization. The AVEVA Call Analyst role acts as the first line contact for internal and external customers in responding to and acknowledging both technical and non-technical issues. AVEVA Call Analysts work in concert with automation to provide a seamless and sophisticated inquiry reception system. AVEVA Call Analysts work directly with customers, partners, and systems integrators to receive, resolve, and direct customer inquiries coming in via telephone, email, chat, or internet. Call Analysts verify entitlement and route inquiries to the most appropriate resources to quickly resolve the inquiry. Call Analysts may answer non-technical questions regarding company products, assist customers to access AVEVA websites, locate information, and connect customers to resources. Call Analysts escalate technical questions regarding company products to Customer Support Engineers. Other Call Analyst duties include creating and maintaining customer data records, running and interpreting reports, creating documentation such as job aids, processing web security access requests, and special projects as assigned. Principal Responsibilities - Receive phone calls, chats, emails, web inquiries and acknowledge within defined SLAs - Verify and update contact information - Entitlement management and enforcement - Create case for incoming inquiry if customer has required entitlement. - Resolve simple script driven cases - Forward/Handle material/service/training requests to relevant regional teams - Forward technical cases to the relevant Local / Regional Level 2/ Technical Success Manager / Solution Support team(s) - Pro-actively and on-demand, schedule services based on entitlements - Other administrative / ad-hoc activities: Customer Surveys. - Perform other job-related duties and special projects as assigned. - Preparation of Power point presentations - Reporting of customer support utilization, customer support operations - Collaboration within and across teams. Essential / Desirable Competencies Essential Competencies - College, University, or education - Minimum 2 to 4 years of confirmed related experience - Very good organizational skills - Strong business communication skills - Conflict management/resolution skills - MS Office (Access, Excel, Outlook, Word) advanced - Previous experience with handling inbound telephone calls and emails in a technical call center or help desk environment - Very good English language skills (both spoken and written) - Experience with call (incident) tracking software such as Salesforce.com Service Cloud, Clarify, SAP, Remedy or equivalent India Benefits include: Gratuity, Medical and accidental insurance, very attractive leave entitlement, emergency leave days, childcare support, maternity, paternity and adoption leaves, education assistance program, home office set up support (for hybrid roles), well-being support It's possible we're hiring for this position in multiple countries, in which case the above benefits apply to the primary location. Specific benefits vary by country, but our packages are similarly comprehensive. Find out more: aveva.com/en/about/careers/benefits/ Hybrid working By default, employees are expected to be in their local AVEVA office three days a week, but some positions are fully office-based. Roles supporting particular customers or markets are sometimes remote. Hiring process Interested Great Get started by submitting your cover letter and CV through our application portal. AVEVA is committed to recruiting and retaining people with disabilities. Please let us know in advance if you need reasonable support during your application process. Find out more: aveva.com/en/about/careers/hiring-process About AVEVA AVEVA is a global leader in industrial software with more than 6,500 employees in over 40 countries. Our cutting-edge solutions are used by thousands of enterprises to deliver the essentials of life such as energy, infrastructure, chemicals, and minerals safely, efficiently, and more sustainably. We are committed to embedding sustainability and inclusion into our operations, our culture, and our core business strategy. Learn more about how we are progressing against our ambitious 2030 targets: sustainability-report.aveva.com/ Find out more: aveva.com/en/about/careers/ AVEVA requires all successful applicants to undergo and pass a drug screening and comprehensive background check before they start employment. Background checks will be conducted in accordance with local laws and may, subject to those laws, include proof of educational attainment, employment history verification, proof of work authorization, criminal records, identity verification, credit check. Certain positions dealing with sensitive and/or third-party personal data may involve additional background check criteria. AVEVA is an Equal Opportunity Employer. We are committed to being an exemplary employer with an inclusive culture, developing a workplace environment where all our employees are treated with dignity and respect. We value diversity and the expertise that people from different backgrounds bring to our business. AVEVA provides reasonable accommodation to applicants with disabilities where appropriate. If you need reasonable accommodation for any part of the application and hiring process, please notify your recruiter. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.