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Open nowPosted 26 hours ago

Customer Support Analyst

gemini-us.com15 open roles

Where
Hyderabad
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Your applicationOpen nowCustomer Support Analystgemini-us.com · Hyderabad

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on gemini-us.com's own form.

The reply lands in your private mailbox

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The clock on this job

Early applications get read.

12.3% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.7%14 days
  5. 35.6%30 days
  6. 58.0%60 days
This job: posted 26 hours ago

The posting

Must-Have:

  • Experience in handling ACD (Automatic Call Distribution) calls efficiently. Proficiency in coordinating Major incidents and ensuring timely resolution. Ability to manage the Decommissioning process of laptop desktops effectively.

Preferred:

  • Certification or training in customer service or IT support. Experience in working with ticketing systems and incident management tools. Strong communication skills and the ability to work well under pressure. Required Skills and Other Details:

Responsibilities:

  • Handle ACD calls, prioritize, and escalate as necessary. Serve as the communications coordinator for major incidents, liaising with onshore primary SPOCs and internal teams. ensuring proper communication and resolution. Communicate incident updates and resolutions to stakeholders, ensuring transparency and clarity throughout the incident management process. Manage the Decommissioning process of laptop desktops, including data security measures. Provide technical support and guidance to junior support staff. Maintain accurate records of incidents, resolutions, and customer interactions. Assess ServiceNow tickets, prioritize based on severity and impact, and triage as needed. Collaborate with internal teams to resolve tickets within defined SLAs.

Qualifications:

  • Bachelor’s degree in a relevant field or equivalent work experience. 2-4 years of experience in customer support or technical support roles. Proficiency in providing technical support via voice calls, email, and web-based channels. Strong understanding of ITSM processes and familiarity with ServiceNow and other relevant tools. Experience with IT asset decommissioning processes. Excellent communication skills, both verbal and written. Ability to prioritize tasks and manage multiple responsibilities effectively. Customer-focused mindset with a dedication to providing exceptional service.

Soft Skills:

  • Excellent interpersonal skills and a customer-centric approach. Ability to work independently and as part of a team.

Strong organizational skills and the ability to multitask effectively.

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