Senior Analyst

2 days ago

Chandigarh, Chandigarh, India Priority Idc Full time ₹ 5,00,000 - ₹ 15,00,000 per year

About Role:

We are looking for a skilled Customer Support Representative to join our team and provide exceptional service in a U.S. business environment, preferably within banking or financial services. The ideal candidate is responsible for resolving complex customer issues in a U.S.-centric fintech environment. This role requires a high level of ownership, analytical thinking, and an empathetic approach to managing escalations. The candidate will serve as a mentor to junior analysts, assist in process improvements, and ensure adherence to SLAs and compliance frameworks.

Your responsibilities include but are not limited to:

  • Handle escalated or complex customer support cases.
  • Coach and mentor junior team members.
  • Analyze support trends and report on process gaps.
  • Collaborate with cross-functional teams (e.g., Product, Tech) to resolve systemic issues.
  • Ensure compliance with support SOPs and regulatory standards.
  • Participate in product UAT and knowledge base updates.

Requirements

Required Skills & Qualifications:

  • Bachelors degree; preference for Finance, Business, or Tech domains.
  • 3+ years in a U.S. fintech support environment will be an add on
  • Strong written and verbal communication.
  • Typing proficiency (40+ wpm).
  • Experience with CRM and support tools (e.g., Zendesk, Salesforce) will be an add on
  • Ability to manage pressure, escalations, and stakeholders.
  • International Exposure in USA/UK Projects is a must.

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