Analyst, Technical Support

2 weeks ago

Pune, Maharashtra, India ICE Full time ₹ 6,00,000 - ₹ 12,00,000 per year

Job Description
Responsibilities

  • Add/Delete internal users to client databases
  • Adjust queues for client uses
  • Work with Infosec and customers to ensure client certificates are up to date
  • Generate requested reports
  • Work with internal teams to update RPA scripts, Extraction Sets Quarterly and as needed
  • Update Document Dictionary as requested by client or internal
  • Adjust XML as per configuration requirements with tools such as Postman
  • Conduct initial smoke testing of sites after configuration and before handing site over to client for their testing
  • Work with internal teams to create testing documents for client testing scenarios
  • Contribute to an environment that encourages information sharing, team-based resolution activity, cross training and an absolute focus on doing what is best for the customer
  • Create standard templates for data export and import processes.
  • Create SOP documents and other informational documents to be shared with internal team members
  • Demonstrate strong follow-through and consistently keep commitments to internal and external customers

Knowledge And Experience

  • 2+ years of experience providing technical support/customer service in a B2B environment
  • 1+ years of experience in the mortgage lending and financial services market, preferred
  • Strong written and verbal communication/presentation skills, and comfortable communicating with both technical and non-technical audiences
  • Strong meeting ownership: note-taking ability, define action items, follow-up
  • Very strong problem solving and decision-making skills
  • Excellent time management and organizational skills
  • Ability to work efficiently and independently
  • Ability to work under pressure and time constraints, handling multiple tasks simultaneously
  • Initiative and strong sense of ownership
  • Broad understanding of cloud technologies
  • Strong knowledge of Microsoft products (Windows 10, MS Office)
  • Proficient networking troubleshooting abilities
  • Ability to read and comprehend XML
  • Prior experience using a case tracking system (preferably Salesforce and/or JIRA)

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