Job
Description
The opportunity
We are looking for passionate professionals who will be responsible for supporting & managing EY digital products and technologies. Ideal candidate will be someone coming from product/technology support background who have experience resolving customer queries & ensuring that a high standard of customer service is maintained. This role requires flexibility to work in a 24/7 shift environment, including weekends and holidays, to ensure continuous support for EY digital products and technologies. Your key responsibilities Resolve customer queries promptly and professionally, ensuring a high standard of customer service is consistently maintained. Manage shift operations, including handovers, resource allocation, and ensuring coverage across all support hours. Coordinate shift schedules and maintain shift rosters to ensure adequate staffing and smooth transitions between shifts. Handle on-call issue management, including responding to urgent incidents outside regular hours, escalating as needed, and ensuring timely resolution. Learn new technologies and products, staying updated with the evolving technology landscape to enhance support capabilities. Work productively while maintaining exceptional standards in call and data quality. Monitor personal support tasks and incoming work via ServiceNow, ensuring timely attention and resolution. Review open tickets assigned for updates from requesters and ensure all communications are acknowledged within 24 hours. Troubleshoot and resolve issues in line with agreed SLAs and personal expertise. Escalate tickets appropriately to vendors, other teams, or support staff when resolution requires external or specialized input. Ensure all assigned tickets are updated with clear status descriptions and progress notes. Participate in shift handover meetings, documenting key updates, unresolved issues, and action items for the incoming team. Maintain on-call logs and incident records, contributing to post-incident reviews and continuous improvement efforts. Shift Pattern APAC 6:00 AM to 3:30 PM (1:30 AM to 11:00 AM UK time) UK 1:30 PM - 11:00 PM (()9:00 AM to 6:30 PM UK time) Skills and attributes for success Experience in collaborating and working with cross-functional teams to plan, deliver and execute successfully. Experience working in different shifts Should have good customer and technology-based support skills. Keep process, technical, operational and knowledge (of self) maintained / updated Should be excellent in communication (Verbal + Written) To qualify for the role, you must have 3+years customer support experience with technology applications or softwares Good knowledge of PC technologies e.g.Windows, MacOS, Office suite. Etc Excellent written and spoken English language skill Experience managing user access/product administration & customer management Experience tracking work pipeline and deliver as per defined SLA & commitments Excellent written and verbal communication with stakeholders across geography Ideally, youll also have To think strategically/end-to-end with result-oriented mindset To build rapport within the firm and win the trust of the clients Technologies and Tools Software or Marketing technology products MS Office tools (Word, Excel, IE); web/production technologies such as HTML, XML, JavaScript, and CSS What we look for Analytical mind-set and problem-solving capability. Passionate about new technologies and digital products Enthusiastic and self-motivated, with the ability to lead projects proactively. Meticulous attention to detail, with an overall passion for continual improvement. Innovative and creative, with a logical and methodical approach to problem solving. Credible and articulate, with excellent communication, presentation and interpersonal skills. Ability to think strategically and guide marketers of different levels with the best practices and industry trends
