Business Analyst Correspondence Specialist

3 weeks ago


Pune, Maharashtra, India PRGX Full time
Job Title: Analyst Correspondence

As a key member of our team, you will be responsible for providing exceptional support to our customers through email correspondence. Your primary goal will be to diagnose and resolve problems, while providing end-user assistance and escalating support requests as necessary.

Key Responsibilities:
  • Provide support on email to diagnose and resolve problems while providing end-user assistance.
  • Escalate support requests to the concerned person as necessary following established procedures.
  • Research and analyze each issue and resolve the issue with the user.
  • Establish and manage a close working relationship with service owner, 2nd level support, 3rd level support.
  • Address and resolve basic incidents and requests; logs all incidents and requests; engage appropriate service resources to resolve incidents that are beyond the scope of Level 1 ability or responsibility.
  • Manage L1 support priorities, complete tasks within given time frame and with the expected level of quality.
  • Build and manage stakeholders' trust and provide single point-of-contact for the customer.
  • Auditing supplier submitted documents and writing comprehensive comments and recommendations based on audit findings.
Requirements:
  • Excellent command of the English language with strong written and verbal communication skills and will be able to communicate effectively across all levels and stakeholders.
  • Assure quality of service is delivered within the expected SLA and KPI.
  • Strong problem-solving skills.
  • Contribute to the overall performance and success of the service.
  • Team up with others for problem and incident resolution.
  • Incident tracking & resolution.
  • Act as a team player, actively share knowledge across the team.
Education Qualification:
  • B.com, BA (with German language Specialization) (Exclude – BE/ B.Tech, Technical (Grad and Post Grad))
  • German language certification, Advanced Diploma from Pune University (or equivalent courses–from Goethe Institute (MMB), etc.)
  • German language proficiency level of B2. C1 or C2 would be highly preferred.
Professional Requirement:
  • 1 – 2 years of experience (Freshers with Distinction can also apply)
  • Experience in customer support role will be an added advantage
  • Some exposure to Accounts Payables desired, but not mandatory
Shifts:

Should be open to work and complete task irrespective of shift.

Behavioral Competency:
  • Good Communication skills – written and verbal
  • Ability to work under pressure and with supervision
  • Problem sensitivity
  • Adhere to Company policies
  • Active learning
  • Attention to detail
  • Ownership – Responsibility & Initiative
  • Ability to Priorities and organize own workload to ensure deadlines are met
  • Enthusiastic, Dynamic, Flexible & Committed with the ability to focus on the big issues while not losing sight of the detail


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