Lead Support Analyst

NOMURA CAPITAL (INDIA) PRIVATE LIMITED is looking for Lead Support Analyst to join our dynamic team and embark on a rewarding career journey As a Lead Support Analyst, your role would involve overseeing and managing a team of support analysts who provide technical support and assistance to endusers or customers
You would be responsible for ensuring that support services are delivered effectively, meeting service level agreements (SLAs), and maintaining customer satisfaction Here are some key responsibilities and tasks associated with the role of a Lead Support Analyst:Team Management: Leading and managing a team of support analysts This includes providing guidance, mentoring, and coaching to team members, conducting performance evaluations, and fostering a positive and collaborative work environment Technical Support: Providing technical expertise and assistance to endusers or customers This involves handling complex or escalated support requests, troubleshooting technical issues, and ensuring timely resolution of problems Incident Management: Managing the endtoend process of incident management This includes receiving and logging support tickets, prioritizing and categorizing incidents, and coordinating with relevant teams or vendors to resolve issues within defined SLAs Customer Communication: Interacting with customers or endusers to understand their technical support needs, providing updates on incident resolution progress, and ensuring clear and effective communication throughout the support process Knowledge Management: Developing and maintaining a knowledge base or support documentation to facilitate efficient troubleshooting and issue resolution This involves documenting known issues, creating user guides or FAQs, and promoting knowledge sharing within the support team Disclaimer: This job description has been sourced from a public domain and may have been modified by Naukri.com to improve clarity for our users. We encourage job seekers to verify all details directly with the employer via their official channels before applying.