India - Support Analyst

About the role

As a Support Analyst at Issgh, you will play a crucial role in ensuring that our clients receive exceptional support and service. Your primary responsibility will be to troubleshoot and resolve issues related to our products and services, acting as a liaison between the technical teams and the clients. This position is ideal for individuals who possess strong analytical skills and have a passion for customer service. You will be based in Chennai, Tamil Nadu, and will work full-time in a dynamic and collaborative environment.

Key facts

What you'll do

• Provide first-line support to clients by addressing inquiries and resolving issues related to our software and services.
• Analyze and troubleshoot technical problems reported by users, ensuring timely resolution and minimal disruption to their operations.
• Document all support interactions and maintain accurate records of issues and resolutions in the ticketing system.
• Collaborate with cross-functional teams, including development and product management, to escalate complex issues and contribute to product improvements.
• Conduct training sessions and create user guides to help clients better understand our products and services.
• Monitor system performance and proactively identify potential issues before they impact users.
• Assist in the development and implementation of support processes and best practices to enhance service delivery.
• Participate in regular team meetings to discuss ongoing issues, share knowledge, and contribute to team goals.
• Stay updated on industry trends and emerging technologies to provide informed support and recommendations to clients.
• Engage with clients through various communication channels, including email, phone, and chat, ensuring a professional and friendly demeanor at all times.
• Provide feedback to management regarding common issues and potential areas for improvement in our products and services.
• Support the onboarding process for new clients, ensuring a smooth transition and understanding of our offerings.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• A minimum of 2 years of experience in a technical support or customer service role, preferably in a software or technology company.
• Strong problem-solving skills with the ability to analyze complex issues and develop effective solutions.
• Excellent verbal and written communication skills, with a focus on providing clear and concise information to clients.
• Familiarity with ticketing systems and customer relationship management (CRM) software.
• Ability to work independently and as part of a team in a fast-paced environment.
• Strong attention to detail and organizational skills to manage multiple tasks effectively.
• Willingness to learn new technologies and adapt to changing business needs.

Nice to have

• Experience with SQL or database management.
• Knowledge of programming languages such as Python, Java, or JavaScript.
• Familiarity with cloud computing platforms and services.
• Previous experience in a client-facing role within the technology sector.
• Understanding of ITIL or other service management frameworks.

Skills & tools

• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint) and other productivity tools.
• Experience with remote support tools and software.
• Basic understanding of networking concepts and troubleshooting techniques.
• Familiarity with Agile methodologies and project management tools.
• Strong interpersonal skills to build rapport with clients and team members.

Practical notes

• This role is based in Chennai, Tamil Nadu, and may require occasional overtime or weekend work to meet client needs.
• Candidates must be eligible to work in India and possess the necessary documentation for employment.
• Issgh is committed to fostering a diverse and inclusive workplace, encouraging applications from individuals of all backgrounds.
• The selected candidate will undergo a comprehensive onboarding process to familiarize themselves with our systems and processes.

META

Company: Issgh

Title: India

Support Analyst

Listed

location: Chennai, Tamil Nadu

Job type: Full-time

Apply URL: https://issgh.bamboohr.com/careers/1958

Tags: Support, Analyst