Customer Technical Service Analyst

Job Title:

Experience:

Location:

Job Summary:

This role reports to the Manager, Customer Technical Services in the Pune office. You will provide 1st and 2nd level technical support to internal and external customers via phone and email. The role demands strong communication skills, a drive to learn, and flexibility to work in rotating shifts starting as early as 7 AM IST.

Key Responsibilities:

• Administer merchant onboarding, profile configuration, and reporting.
• Provide first and second-level technical support for the payment gateway platform.
• Manage technical incidents via CRM and escalate to Engineering when needed.
• Communicate effectively with customers, partners, and internal teams during incidents and for general updates.
• Perform daily, weekly, and monthly administrative tasks.
• Participate in daily handover meetings with regional teams.
• Ensure SLA compliance and keep the manager informed of workload and key issues.
• Adhere to company policies and continuously develop product knowledge.
• Log into phone systems to support customer calls.
• Prepare data and analysis for coaching sessions and follow break management guidelines.

Candidate Profile:

Must-Have Hard Skills:

1. Experience in customer-facing technical support (remote).
2. Experience providing telephonic support to international customers.
3. Familiarity with ticketing/case management tools like Salesforce Service Cloud.

Must-Have Soft Skills:

1. Strong written communication.
2. Strong verbal communication.
3. Experience working in a process-driven environment.

Additional Requirements:

• 2 to 3 years of relevant experience.
• Performance metrics: CSAT, First Time Resolution (FTR), Case Duration.
• English proficiency: 5/5.
• Basic understanding of internet, web programming, networking, and SQL.
• Experience with CRM and Microsoft Office tools.
• Knowledge of eCommerce/payments industry is preferred.

If interested, drop your profile at

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