IT Customer Service Analyst

Overview

An IT Customer Service Analyst role in the Customer Support vertical, handling non-voice service desk interactions (email, web and chat), resolving customer queries and escalations, and closing faults and complaints within SLAs.

What you'll do

• Manage customer queries, handle escalations and complaints from dissatisfied customers, and give the best resolutions.
• Close faults and complaints within SLAs.
• Record, diagnose, troubleshoot, resolve or assign incidents and service requests based on defined scope of support.
• Manage unplanned interruptions to restore normal service operations as quickly as possible for non-voice interactions like email, web and chat.
• Analyse and solve lower-complexity problems.

What you'll need

• Primary skill: Service Desk Non-Voice Support.
• Any graduation.
• 3 to 5 years of experience.

Nice to have

• Good in email and chat processes.
• Good typing skills.

Details

• Location: Hyderabad.
• Role may require working in rotational shifts.
• Individual contributor as part of a team, with a focused scope of work; moderate-level instruction on daily tasks; limited client and management exposure.