Managed Services Analyst II (EMS)

Overview

The Managed Services Analyst II (EMS) role provides administrative process support and customer service to internal and external customers for products and services.

What you'll do

• Provide support for external customers via email for questions, education, and problem resolution.
• Handle daily case work while meeting predetermined KPI and QA requirements.
• Accurately document all actions in daily customer case work.
• Identify, document, and escalate repetitive customer problems.
• Solve escalated cases and escalate roadblocks to seek support.
• Use and update trackers and dashboards to understand and shift to necessary queues.

What you'll need

• Strong English language, comprehension, and clear verbal and written communication skills.
• Experience of 2-5 years in a customer support role.
• Ability to self-learn by reviewing passed resolutions and team feedback.
• Ability to identify learning opportunities and self-educate using available resources.
• Ability to recognize process inefficiencies and highlight them to leaders for execution.
• Must be able to follow documented process and demonstrate strong accountability and integrity.
• Proficiency in Microsoft Office applications, with Internet savvy and computer literacy.

Nice to have

• Preferably exposed to a Salesforce environment for case handling.

Details

• Location: Hyderabad, Telangana, India.