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SintecMedia

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3.9

based on 12 Reviews

6 SintecMedia Jobs

Customer Support Analyst

sintecmedia

3.9

based on 12 Reviews

1-5 years

Bangalore / Bengaluru

1 vacancy

Customer Support Analyst

SintecMedia

posted 8mon ago

Job Role Insights

Flexible timing

Key skills for the job

Customer Service Excel SQL Customer Support Operations Product Management

+ 3 more

Job Description

Operative is looking for an enthusiastic, driven team player to add to their global support team responsible for delivering business-to-business application support. This role champions customer priorities, drives incidents to closure, and enhances the customer support experience. You will combine strong technical and functional problem-solving skills with a keen business sense to deliver top notch customer-focused support.

MAIN DUTIES AND RESPONSIBILITIES

Receive, analyse, troubleshoot, replicate, and resolve complex customer issues, post-implementation, with a goal to aide in customer success, retention, and adoption of Operative product lines
Build knowledge of the software, troubleshooting tools and processes
Provide rapid response and resolution to complex customer incidents within the SLA requirements
Coordinate with Operative internal teams (Product Management, Solutions, TechOps, Customer Success, and Engineering) to address customer needs and requests
Demonstrate initiative, agility and follow through in areas of responsibility
Be personable, professional, and responsive, while capably representing Operative to customers
Contribute to the support knowledgebase
Assist with a variety of operational projects such as monitoring customer production environments

COMPETENCIES

Required:

Excellent written and verbal communication skills (English Proficiency)
Ability to gather issue details, identify problems, mediate issues, develop solutions, and implement a course of action
A can do attitude with strong follow-through habits
Deadline and detail-oriented, with the ability to juggle multiple customers and projects simultaneously.
Ability to handle challenging customer situations with diplomacy and be cool under pressure
Ability to analyze customer incidents and recreate possible defects in a simulated environment
Exceptional interpersonal and customer service skills
Willingness to take on whatever tasks are needed to complete the job
Strong Microsoft Excel knowledge
Preferred:
Experience within the Customer Support Domain
Working SQL knowledge
Knowledge of software development life cycle

EDUCATION, CERTIFICATION, AND EXPERIENCE
Required:
Bachelor s degree (or similar) required
Technical focus preferred
Experience working with Internet products (SaaS) and technologies
Preferred:
1+ year(s) experience supporting software with external customers
Previous experience working with Digital Advertising, Online Publishing, or Interactive Media companies

GENERAL

These duties and responsibilities may be changed in accordance with the needs of the Company.
This is not intended to be an exhaustive or exclusive list of duties. You may be required to carry out any other associated tasks to ensure the successful delivery of Operative s objectives.

Employment Type: Full Time, Permanent

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