The ideal candidate must possess strong communication skills, with an ability to listen and comprehend information and share it with all the key stakeholders, highlighting opportunities for improvement and concerns, if any. He/she must be able to work collaboratively with teams to execute tasks within defined timeframes while maintaining high-quality standards and superior service levels. The ability to take proactive actions and willingness to take up responsibility beyond the assigned work area is a plus.
Analyst Role and responsibilities:
Interaction with Techs in field to provide them real time support
Checking status of services on account in diagnostic tools
Ensure to take appropriate steps to resolve customer's problems
Troubleshooting of technical issues related to customer’s services Tier 1.5 support
- Communicate effectively and close looping with client in case of observations
Updating status in internal as well as client tools
Meet process expectations with high quality standards and adherence to SLAs
Candidate shall adhere to the information security requirements
Keep a track of all technicians with regards to the jobs assigned to them
Call up customers in case of any delays or to confirm appointments
Answer inbound calls from technicians and/or customers
Provision equipment’s on customers’ accounts once the technician has installed them
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