Analyst/Associate - Customer Success Operations (2-3 yrs)

Ticket Management:

- Manage and respond to queries received through the helpdesk mailbox using ticket management tools.

- Prioritize, categorize, and resolve support tickets efficiently and effectively, ensuring adherence to Process and SLAs.

Customer Query Resolution:

- Address customer admin and employee queries related to equity management processes with clarity and accuracy.

- Draft professional and customer-friendly responses to minimize ticket reopening after resolutions.

Communication:

- Liaise with internal teams to resolve complex queries and provide timely updates to customers and their employees.

- Communicate clearly and confidently in English, ensuring customer satisfaction at every touchpoint.

Documentation & Reporting:

- Maintain detailed records of all support interactions, resolutions, and follow-ups in the ticketing system.

- Generate and share periodic helpdesk performance reports with the leadership team.

Process Improvement:

- Analyze recurring issues and work with internal stakeholders to improve workflows and reduce ticket volumes.

- Suggest enhancements to FAQs, knowledge bases, and automated responses for efficiency.

Helpdesk Ownership:

- Ensure the overall performance of the helpdesk in terms of ticket resolution time, quality of responses, and customer satisfaction.

- Act as a key contributor to maintaining a customer-centric helpdesk environment.