Support Analyst

Support Analyst requirement is active with Ambit Software .

Looking for talented individuals! Send your profile to gauri.shedge@ambitsoftware.com to apply.

Key Responsibilities:

• Email and Ticket Management: Monitor and manage support mailboxes and ticketing systems to log user issues and track progress.
• User Support: Address user queries related to CRM/Telephony System functionalities, provide basic troubleshooting, and resolve Level 1 issues.
• Account Management: Handle user creation/deletion and license procurement, and maintain the tracker, as per business requirements.
• System Monitoring: Monitor CRM/Telephony System performance to ensure optimal uptime for day-to-day operations.
• Ticket Escalation: Escalate unresolved issues to Level 2 teams, Development/Enhancement, or OEMs when required.
• Daily Reporting: Share status updates with internal teams and end users on ticket progress and issue resolution. Manage Telephony System report scheduling, agent mapping, and dialer campaign data management.
• User Guidance: Provide basic training and support to users for CRM usage, including navigation and report generation.
• Documentation: Maintain proper records of tickets, troubleshooting steps, and resolutions for future reference.
• Collaboration: Work with internal teams to escalate and resolve complex issues efficiently.