Managed Services Analyst II (PS)

Overview

The Managed Services Analyst II provides customer support and administrative process support for routine tasks.

What you'll do

• Provide support to external customers via email for questions, education, and problem resolution.
• Handle daily case work while meeting predetermined KPI and QA.
• Accurately document actions in daily case work and customer interactions.
• Identify, document, and escalate repetitive customer problems.
• Maintain and update trackers and dashboards to manage queues.
• Use documented processes for case work and escalate roadblocks as needed.
• Participate in meetings and share feedback/inputs and assist assigned projects.

What you'll need

• 2-5 years of experience in a customer support role.
• Strong English language and comprehension skills with effective verbal and written communication.
• Ability to self-learn from reviewing passed resolutions and feedback from the team.
• Ability to identify learning opportunities and self-educate using available resources.
• Ability to recognize problems, gather information, and escalate to leadership.
• Proficiency in all Microsoft Office applications.
• Strong accountability and integrity due to sensitive information.

Details

• Location: Hyderabad, Telangana, India.
• Tech/B.E./MCA/BCA is preferred.