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New post- Support Analyst

2.00 to 5.00 Years   Hyderabad   13 Dec, 2022
Zyme
Job LocationHyderabad
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

    Position Summary:The Support Analyst is a member of BluJay s Support Services Team, responsible for working with BluJay customers and resellers to manage and resolve incidents relating to our products and integration tools. Primary activities include issue diagnosis, troubleshooting, and incident management. The analyst will use strong problem-solving skills, combined with excellent communication and customer focus, to maintain high levels of customer satisfaction. BluJay s support center operates from 8 a.m. to 8 p.m. EST and 24/7 rotational shift.Essential Functions/Responsibilities:
    • Respond to contact from customers and resellers, via phone, email and electronic incident submission.
    • Effectively interact with customers of all ability levels to understand the customers request, good communication skillset and rapidly assess severity level.
    • Define, research, and resolve customer issues in a timely accurate manner, routing non-technical issues to appropriate BluJay personnel using approved business processes.
    • Provides timely updates to the customer, coworkers, and management on the status of outstanding issues.
    • Maintain status of issues in the call-tracking system and performs appropriate follow-up on escalated issues.
    • Documents complex issue resolutions for both the customer and internal reference, following the appropriate support process.
    • Serves as a subject matter expert (SME) and reviewer in the development of documentation and training materials.
    • Assists senior team members with complex issues to gain experience and exposure to more advanced problems.
    • Conveys customer feedback to appropriate business areas such as Marketing, Product Management and Development.
    • Contribute, review and maintain knowledge base content on an ongoing basis.
    Other Responsibilities:
    • Performs other duties as needed
    • Participates non-compensated 24x7 call rotation
    Required Skills/Experience:
    • Demonstrated successful customer service experience with the ability to manage moderate to complex customer issues with calm, comfort, and ease
    • Strong troubleshooting and support skills, including the ability to creatively utilize all available resources to satisfy customer
    • Ability to take ownership of moderate issues/assignments and follow through to completion
    • Demonstrates aptitude to prioritize and handle multiple issues simultaneously
    • Effective oral and written communication skills
    • Strong attention to detail and accuracy
    • Ability to work independently in a fast-paced technical environment
    • Ability to function and contribute to team environment
    • Effective time management and project management skills
    • Must be willing to work flexible hours
    • Familiarity with shipping automation software, the transportation industry, or custom brokerage is a plus
    • Minimum of 2 years experience working in a technical support environment
    • Associate degree or completion of technical college, with computer science focus, is preferred
    Technologies for the Enterprise Products:
    • Microsoft Operating Systems
    • Microsoft Office Suite
    • Internet and networking technologies
    • Web Servers (Apache or IIS)
    • Databases and database management systems (SQL, MySQL, Oracle)
    • Familiarity with a programming language (VB or C++) and ASP or PHP-based web programming
    Physical Requirements:
    • General office environment and responsibilities requiring keyboarding, sitting, standing, walking, and lifting objects up to 15 pounds.
    ,

Keyskills :
unixtroubleshootingcustomer relationsslaenvironmentcustomer focussupport centerknowledge baseproblem solvingtime managementcustomer service

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