AmbitionBox
Search
Jobs
- Reviews
- Salaries
- Interview Questions
- About Company
- Benefits
- Jobs
- Office Photos
- Community
Add office photos
All Filters
89 EssenceMediacom Jobs
Product Technical Support Analyst L1
EssenceMediacom
posted 2hr ago
Job Role Insights
Fixed timing
Key skills for the job
Job Description
Description
Position at GroupM Nexus
Product Technical Support Analyst - Level 1 , GroupM India Offshoring Team, India
Position Overview:
We are seeking a Level 1 - Application Support Analyst, who will play a key role in ensuring our customers receive timely, accurate, and well-communicated resolutions to the issues they raise. You will provide a service-driven experience ensuring that speed, quality of resolution, and communication all play an equal part in providing our customers what they need.
In this position you will focus on the customer experience and resolving issues, script basic troubleshooting, understanding user issues, and driving high-quality outcomes. You will be responsible for cataloging, triaging, and tracking issues logged by users across multiple products. This position must be clear on SLAs, processes, procedures, drive process improvements, but most importantly, direct issues to the appropriate team for resolution.
This position requires strong teamwork and communication skills, and the ability to thrive in a fast-paced customer service-oriented environment. You will be expected to be naturally inquisitive, always striving to understand the root cause of problems, and ensure that issues are resolved within SLA.
Your attention to detail, listening skills to understand customer use cases, and your technical ability to execute will be the keys to your success. A strong desire to develop both technical and customer service skills is a must.
In this position you will focus on the customer experience and resolving issues, script basic troubleshooting, understanding user issues, and driving high-quality outcomes. You will be responsible for cataloging, triaging, and tracking issues logged by users across multiple products. This position must be clear on SLAs, processes, procedures, drive process improvements, but most importantly, direct issues to the appropriate team for resolution.
This position requires strong teamwork and communication skills, and the ability to thrive in a fast-paced customer service-oriented environment. You will be expected to be naturally inquisitive, always striving to understand the root cause of problems, and ensure that issues are resolved within SLA.
Your attention to detail, listening skills to understand customer use cases, and your technical ability to execute will be the keys to your success. A strong desire to develop both technical and customer service skills is a must.
Key Responsibilities:
- Provide 1st Line Technical Application support
- Provide excellent customer service
- Present a calming and confident behavior when working with a client resource experiencing a problem
- Perform user password resets
- Provision access requests to approved applications
- Keep detailed notes related to each support ticket noting error messages, troubleshooting steps, and any other details specific to resolution.
- Follow established runbook procedures to resolve user issues
- Utilize established decision tree in escalating user issues to the appropriate team
- Monitor ticket aging to ensure resolution within established SLA
- Monitor product solutions to detect errors or incidents
- Recognize when an escalation to L2/L3 is required for an incident or request
- Identify opportunities to improve the process and/or customer experience
- Contribute to maintaining a Knowledge Base of information that can be used in expediting resolution of future issues
- Participate in internal meetings
- Assist client service team with client reports via ticketing system
- Perform routine technical assistance and maintenance duties
- Maintain and update support ticket tracking system
- Maintain user instructions
- Perform routine technological systems support by troubleshooting and resolving general system hardware, software, and network failures and conflicts
- Maintain currency of knowledge with respect to technology, equipment, applicable laws, regulations, standards and/or systems
- Perform miscellaneous job-related duties as assigned .
Desirable Experience:
- Minimum 1-2 years of experience in software support or equivalent relevant experience
- Bachelor s degree in Marketing, Advertising, Economics, Computer Science, Information Systems, Business Analytics, or related field OR equivalent professional work experience
- Excellent customer service skills
- Strong problem solving/analytical mindset
- Solid experience of customer issue management tools (e.g. JIRA, Zendesk)
- Minimum 1 years of experience working with reporting tools (ideally Tableau or Looker)
- Excellent written and spoken communication skills
- Sound understanding of ITIL best practices
Desirable Skills:
- Experience or background in technical support
- Experience or background in AdTech or Digital Advertising ecosystem
- Experience in building/implementing support processes
- Some Project Management experience
- Understanding of Advertising APIs
- ITIL Qualified
Desirable Attributes:
- Strong prioritization skills under pressure.
- Ability to explain complex technical issues to users in an open, unassuming, and non-technical way
- Ability to operate in a fast-paced environment
- Relish the opportunity to work with customers and technical teams alike.
- Self-organizing and self-motivated
Employment Type: Full Time, Permanent
Read full job description What people at EssenceMediacom are saying
What EssenceMediacom employees are saying about work life
based on 15 employees
Strict timing
Monday to Friday
No travel
Day Shift
EssenceMediacom Benefits
View more benefits
Compare EssenceMediacom with
WPP
Compare
Publicis
Compare
Dentsu Communications
Compare
Havas Worldwide
Compare
IPG
Compare
Madison India
Compare
Groupm Media
Compare
Ogilvy
Compare
Lowe Lintas
Compare
Cheil India
Compare
TCS
Compare
Accenture
Compare
Wipro
Compare
Cognizant
Compare
Capgemini
Compare
HDFC Bank
Compare
Infosys
Compare
ICICI Bank
Compare
HCLTech
Compare
Tech Mahindra
Compare
Similar Jobs for you
Share an Interview