Support Analyst

4 days ago

Pune, Maharashtra, India Idox Full time ₹ 1,04,000 - ₹ 1,30,878 per year

Support Analyst

EIM Support

Pune, Maharashtra India(24x7 Shift, Office based)

About the role

We're expanding our Pune office's successful Customer Support activities and recruiting

Support Analysts to join our growing team. This role will play a key part in delivering

exceptional customer support for Idox products globally via phone and email in business

English, collaborate with colleagues in Pune, UK, and US to share knowledge and drive

improvements and Contribute ideas for process enhancements and best practices.

Key Responsibilities:

  • Respond to customers or partners support requests in a timely manner.
  • Log support calls into our tracking system and keep the call log up to date.
  • Investigate, reproduce, and suggest solutions to customers problems.
  • Log product defects and change requests into the development tracking system.
  • Liaise between customers and Product/Development teams to ensure all queries are

    handled appropriately.
  • Create entries to the internal knowledge base on common issues.
  • Assist in testing new releases of products.
  • Assist other Product Support team members with customer escalations and Critical or

    Urgent Calls.
  • Provide support and training for new staff on the use of our products.
  • You will enjoy working as part of a team and as the role is predominantly customer facing

    it is essential to have good communication skills.

To Be Successful:

  • Written and verbal communication in English language is mandatory.
  • Flexible working hours, with out of hours required (we are currently setting up a

    24/7 team).
  • Previous experience of working in Customer Support, ideally with UK/International

    based customers.
  • Excellent trouble shooting skills and eager to solve problems.
  • Ability to work independently and as part of a team.
  • Clearly communicate technical issues and ideas to customers in writing and over the

    phone.
  • Inquisitive nature, striving to learn from customers and colleagues alike.
  • Basic understanding of one or more relational databases (Oracle, SQL Server).
  • Basic understanding of Windows operating systems.
  • Basic understanding of IIS and other Webserver platforms.
  • FileNet, Documentum, or other Document Management software experience would

    be an advantage.
  • Experience in the use of CAD packages such as AutoCAD and MicroStation would be

    an advantage.

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