Client Support Analyst

Key Responsibilities:

• Customer Support:

  Respond promptly to technical and functional inquiries through various channels such as phone, email, and case management systems. Communicate updates effectively to clients.

• Incident Management:

  Track progress of inquiry resolutions and deal with unexpected events or system failures that impact clients. Perform system checks to proactively identify and resolve potential issues. Understands SLA and plans actions as per required priorities to fulfil resolutions within SLA.

• Knowledge Development:

  Build and maintain a comprehensive understanding of underlying application/Product being supported under this service, including database structure and configuration files, to investigate and resolve issues efficiently.

• Collaborative Relationships:

  Establish strong working relationships with internal departments, client teams and third-party vendors to ensure seamless service delivery.

• Testing and Deployment Support:

  Assist clients in testing new or updated products and services, ensuring they meet requirements. Support the release and deployment of service components.

• Cybersecurity Activities:

  Engage in IT security and cybersecurity measures to mitigate risks and support recovery plans within the scope of responsibility. Perform system analyses to detect vulnerabilities.

• Best Practices:

  Adhere to established protocols for client communication, incident investigation, standard operating procedure and resolution progression, ensuring high standards of service.

• Work Patterns:

  Participate in shift rotations, on-call availability, weekend tasks, and handle out-of-hours escalations as necessary to adhere to the SLAs

• Data Representation and Reporting:

  support information and ticketing data to be maintained and presented well during team meetings and scheduled client meetings.

Required skills, experience and qualifications:

• Educational Background:

  A degree in Computer Science, Computer Engineering, or a related technical field

• L1 and L2 Support:

  Proven experience in
• providing first-level technical support to customers via phone, email, and chat.
• performing advanced troubleshooting and diagnostics.

• Problem-Solving Skills:

  Strong analytical and proactive approach to troubleshooting, even under pressure, with logical problem-solving abilities.

• Technical Expertise:

• Proficiency in Linux/Unix operating systems and familiarity with command-line tools.
• Experience working with ServiceNow & JIRA.
• Excellent working knowledge of SQL and PL/SQL programming languages.
• Knowledge on how to set up the spring boot and angular applications locally.
• Understanding user issues, quickly replicate the issues on local environment for root cause analysis.
• Good understanding of IT security and cybersecurity best practices.

• Communication Skills:

  Excellent written and verbal communication skills in English, along with a confident and professional demeanour for effective client interactions.

• Time and Task Management:

  Ability to manage time efficiently while handling dynamic workloads and priorities.

• Team Collaboration:

  Cooperative mindset for working effectively with team members, other departments, and third parties to achieve shared objectives.

• Customer-Oriented Approach:

  Capacity to view situations from a customer s perspective and act accordingly to enhance user satisfaction.

• Work Flexibility

  :

• Availability for shift rotations, including weekend and out-of-hours support.
• Willingness to adapt to changing schedules as required.