Analyst L1 / Analyst L2 (Customer support/ Technical support)

Job Title: Analyst L1/L2

Location: Goregaon East, Mumbai, India

Shift: Permanent Night shift (9.00 PM to 6.00 AM)

Transportation: Drop Cab facilities will be available for night shifts (Transport boundary applicable -- check if you fall under transport boundary)

Notice Period: Immediate to 30 days

• Analyst L1

2-3 Years Experience

CTC details: 4.00 LPA 5.00 LPA

• Analyst L2

4-5 Years Experience

CTC details: 6.00 LPA 7.00 LPA

Imp Instructions: Hiring boundary

• Western Line: Churchgate to Virar
• Central Line: CST to Thane
• Harbour Line: Till Mankhurd

Education and Experience:

• Any Graduate can apply however Attorneys will be preferred
• 2- 5 years of Customer/client Service experience is must

Role Summary:

• Responsible for providing level1/2 technical/customer support
• Maintain all type of SLAs and quality standards established by client.

Responsibilities and Duties:

• Responsible to manage all tickets in our ticketing system and prioritize tickets based on severity
• Responsible to provide resolutions as per the playbook, guidelines, training material or based on the discussion with manager
• Responsible to update playbook with new type of information/resolutions
• Responsible to effectively communicate with client via email/chat/skype calls
• Responsible to update the tracking system with the latest information
• Responsible for maintaining trackers/reports related to the process
• Ensure all SLA/targets are met as per the said deadline
• Responsible for other miscellaneous duties as assigned

Required Skills/Abilities:

• Excellent Communication skills
• Analytical mind set