TransPerfect

Sr. Support Analyst

ID
2017-9306
Category
Technical Support
IN-Pune

Responsibilities

Description

  • Deliver service and support to client inquiries, concerns, requests about products and services by gathering customer’s information, determining the issue, evaluating, analyzing the symptoms, diagnose and resolve application related issues by researching required information using available resources; following up and make scheduled call backs to customers where necessary, stay updated with system information, changes and updates.
  • Follow standard service level agreements, processes and procedures. Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business, offering best customer service experience.
  • Sound knowledge of the TI application to assist team members with application and client/s specific process queries.
  • Identify and escalate priority issues as per client specifications to appropriate resources.
  • Accurately process and record the transactions in the helpdesk ticketing system.
  • Owning escalated, on chase, breached cases for quick restore, fulfillment.
  • Escalation point for support team members, reporting observed errors, gaps. Ownership of handovers, its distribution for work prioritization, till closure.
  • Complete all other tasks that are deemed appropriate for your role and assigned by your manager/supervisor.

Qualifications

Required experience and qualifications

  • Any graduate with strong computer fundamentals and 3+ years of application, IT helpdesk, service desk, technical support experience.
  • Effective listening, solid written communication, analytical and multi-tasking capabilities.
  • Knowledge of customer service principles and practices, ability to speak, write clearly and accurately with good phone, email etiquette.
  • Willingness to co-operate with others and work to the greater good.

Overview

Overview

Under general supervision, in a 24/7 online helpdesk, senior support analyst will provide remote application support to clients. Analyzing request (validating basic information availability, committing fulfillment time), incident, gathering essential information (on reported issue being user, system, location, function, application, infrastructure specific), timely case updates, guiding clients on steps and solutions, ownership of critical cases till closure are a few of all the responsibilities.

With application expertise you would be assisting on floor analyst team members with technical solutions, client, and internal communications in a user-friendly, professional manner, as needed.

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