Operations Analyst

Posted 4 years ago

  • Respond phones calls/email, respond on tickets and provide excellent customer service in a timely and efficient manner

  • Troubleshoot problems and coordinate with various internal departments to resolve problems.

  • Need to manage and open tickets on behalf of customer calls and email

  • The first level analysis on the tickets on its own based on its own

  • Providing resolution on the tickets based on the response from respective teams.

  • Categorize tickets based on the ticket details and escalate it to the concerned team.

  • Provide problem analysis and resolve client issues with the aid of available helpdesk tools

  • Ensure accurate call comments are entered and appropriate information is provided in every (especially escalated) calls.

  • Ensure call standards are maintained with respect to greeting, problem identification, proposed solution and conclusion.

  • Collaborate with team members on knowledge transfer, support policies, procedures and standards

  • Excellent communication and analytic skills.

  • Task oriented and focused in approach to meet the timelines.

  • Proactive, Enthusiastic, highly self-motivated, Goal oriented and Results driven.

  • Fast Learner, very good interpersonal skills, positive attitude

  • Willing to relocate to other locations (Delhi, Mumbai)

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