Experience
: 2.00 + years
Salary
: INR 1200000-1500000 / year (based on experience)
Expected Notice Period
: 7 Days
Shift
: (GMT+05:30) Asia/Kolkata (IST)
Opportunity Type
: Office (Pune)
Placement Type
: Full Time Permanent position(Payroll and Compliance to be managed by: Arkatecture)
(*Note: This is a requirement for one of Uplers' client - Data Infrastructure and Analytics Industry)What do you need for this opportunity?Must have skills required:Service Desk, Oracle, PowerBI, Snowflake, MySQL, PythonData Infrastructure and Analytics Industry is Looking for:
We seeking a Support Desk Coordinator to join our Support Services team. Inthis role, you will provide frontline support for our BI & Analytics platform, Arkalytics,serving as a first point of contact for customer requests and routine issues. You’ll beresponsible for accurately triaging tickets, maintaining clear communication withcustomers, and delivering timely resolutions. Along the way, you’ll build foundational skillswith our platform, tools, processes, and client interactions, creating a clear pathway to growyour data and technical expertise. The ideal candidate is a proactive problem solver with atechnical foundation, strong communication skills, and the ability to collaborate acrossboth technical and client-facing teams.
Responsibilities
- Take full ownership of assigned service desk tickets ensuring timely resolution and
100% adherence to SLAs while maintaining a high standard of client satisfaction (4.5/5
stars).
- Review and triage support tickets for accurate categorization and assignment
- Perform quality checks on ticket documentation and ensure consistent data entry.
- Assist in managing operational tools such as PagerDuty, Smartsheet, Jira, and
NetSuite.
- Contribute to maintaining customer-facing support resources (FAQs, known issues,
templates).
- Contribute to cross-functional meetings, retrospectives, and process reviews, offering
insights into recurring trends and opportunities for platform and service optimization.
- Identify risks, recurring issues, and opportunities for process optimization; collaborate
with the Head of Support Services to implement improvements and drive service
quality.
- Maintain an active communication with the internal team and client.
- Be available for meetings during ArkaUS’s working hours in the AM Eastern Standard
Time
- Escalate risks and issues on time.
- Report work status to team leaders and participate actively in daily standups.
- Additional responsibilities as assigned.
Requirements
- Bachelor''s Degree in a relevant field (e.g., Computer Science, Information
Systems, Data Analytics) or 2+ years of progressive experience in a
technical data or analytics role
- 2+ years experience in Python and SQL
- 2+ years experience with any one Database such as Snowflake, Databricks,
SQLServer, Oracle etc.
- 2+ years experience with BI and data visualization tools such as Tableau or
Power BI
- 1+ years experience working within cloud environments, especially AWS,
and understanding cloud-native data tools and services
- 2+ years experience understanding Agile methodologies, and experience
working in customer facing and cross-functional teams
- 1+ year with tools such as Jira, Confluence, and Bitbucket
- 2+ years experience collaborating with internal stakeholders and external
clients, with excellent written and verbal communication skills
Preferred Experience
- Experience working on a service desk or service delivery position
- Experience working with financial institutions such as Credit unions and
Banks
How to apply for this opportunity?
- Step 1: Click On Apply! And Register or Login on our portal.
- Step 2: Complete the Screening Form & Upload updated Resume
- Step 3: Increase your chances to get shortlisted & meet the client for the Interview!
About Uplers:
Our goal is to make hiring reliable, simple, and fast. Our role will be to help all our talents find and apply for relevant contractual onsite opportunities and progress in their career. We will support any grievances or challenges you may face during the engagement.(Note: There are many more opportunities apart from this on the portal. Depending on the assessments you clear, you can apply for them as well).So, if you are ready for a new challenge, a great work environment, and an opportunity to take your career to the next level, don't hesitate to apply today. We are waiting for you!
