Customer Support Analyst

Role & responsibilities

In this help desk position you will be required to answer and resolve incoming calls from different Global Member

firm employees and solve queries related to Payroll, Time & expense, Benefits and all other Talent (HR) related

issues.

• Answering incoming calls in a call center environment and meeting the key performance indicators such

as knowledge usage, customer satisfaction, and call quality which includes participating in individual and

group coaching sessions

• Proper closure and/or escalation of tickets in a timely manner in accordance with the SLA guidelines
• Flexibility in accepting different shift timings since the ISS One Team India 24x7x365.
• Avoiding unscheduled time offs, as this would have major impact on our business. Excessive use of taking

Required:

• Excellent written, verbal, listening, analytical skills.

• Easily grasp and communicate complex ideas. Excellent problem-solving skills

• Knowledge of computer, internet connectivity and application performance is required.

• Familiarity with Microsoft Office applications, especially Word, Excel and PowerPoint.

• Is able to act with urgency when necessary.

• Is open, receptive and adaptable to change.

• Demonstrates integrity and a can-do attitude.

• Previous experience in Customer Service, Hospitality or Events management required

• Experience of the core Microsoft Office packages is essential