Customer Support Analyst

Role Overview: At Eseye, you will play a crucial role as a Customer Support Engineer, providing detailed analysis and delivering a customer-centric interface. Your responsibilities will include taking ownership of reported incidents, facilitating swift resolutions, and ensuring a positive customer experience through effective communication and escalation processes. The role is based in the Noida office, reporting to the India Team Manager and Global Service Desk Manager in the UK. Key Responsibilities: - Take ownership of incidents reported by customers and ensure timely resolution within agreed SLAs. - Conduct triage based on defined procedures and provide technical escalation for reported incidents. - Collaborate with service deployment and customer success teams to ensure a positive customer experience until incident resolution. - Escalate incidents to appropriate technical teams and manage through to resolution. - Ensure compliance with Information Security Management System (ISO27001) during work. - Maintain a knowledge base documenting customer requirements to enhance customer experience and relations globally. - Monitor automated alerts and escalate them to relevant systems and operations teams, including out-of-hours on-call teams. Qualification Required: - Around one year of experience in a Service Desk field, preferably in Desktop support. - Basic understanding of GSM, GPRS, LTE, and SIMs. - Experience in handling incoming queries and help requests from end users via email or phone. - Proficiency in monitoring alerts on Nagios and escalating critical alerts to on-call support. - Ability to maintain SLAs of tickets, prioritize critical tickets, and manage high-priority tickets for quick resolution. - Skills to resolve GSM/LTE-related trouble tickets at the service desk before escalating to Level 2 team. - Strong written and verbal communication skills to articulate complex matters effectively. - Proficiency with key applications within the Microsoft Office suite, especially Excel. - Ability to identify problems, escalate complex situations, and demonstrate a strong commitment to delivering high levels of customer service.,