DCX Support Analyst Job in Chandigarh at Emerson

Emerson is hiring for the role of  DCX Support Analyst!

Responsibilities of the Candidate:

• Act as a single point of contact for customer inquiries
• Demonstrates basic knowledge of customer base, market channels and products
• Effectively uses techniques, skills, equipment, procedures, and materials to answer inquiries accurately and completely
• Responds to and documents proper information into service now, for all customer inquiries or complaints
• Communicates effectively in a clear and understandable manner
• Responsible for providing excellent service support for external and internal customers
• Effectively identifies and evaluates solution options before making decision in a timely manner. Ability to recognize when escalation may be necessary
• Researches and resolves customers' complaints timely and effectively
• Act as a trusted advisor to customers, taking ownership of various (systems, product, etc.) inquiries and manage proactive communication effectively
• Maintain high-level professional communication skills, delivering an exemplary level of Customer Service
• Manage routing of inquiries to appropriate internal support teams
• Manage customer inquiries with internal sales (inside/outside) teams and provide timely responses to customer
• Clear understanding of digital customer engagement ecosystem which external customers interact with
• Guide customers to the right platform within DcX space based on their specific needs

Requirements:

• Strong analytical and organizational skills, along with strong verbal and written communication skills
• High degree of self-motivation and a passion for excellence in customer service
• Self-managed sense of urgency
• Position requires off-hours and on-call support
• Excellent interpersonal skills, empathetic, able to balance compassion with know-how and tackle challenging situations
• Ability to analyze problems, identify root causes and suggest viable solutions
• Ability to work efficiently, multitask and prioritize tasks effectively
• Excellent with using personal computers and Microsoft Office applications (Outlook, Excel, Word, Access, PowerPoint, etc.)
• BE/Btech/MBA in Information Systems or related area plus 2 years related experience.
• Excellent troubleshooting, problem solving and project management skills for internal technical consulting with other Emerson Groups and Divisions