Technical Suppport Analyst Job in Gurgaon at Global logics

Global Logic is hiring for the role of Technical Support Analyst!

Responsibilities of the Candidate:

• Respond promptly to customer inquiries, diagnosing issues on our SaaS platform via phone and support tickets.
• Provide clear, concise, and effective solutions to customer problems based on established troubleshooting procedures and knowledge base.
• Accurately document customer issues, steps taken to resolve them, and any follow-up actions in the support ticketing system. Maintain high standards for clear, detailed, and organized records.
• Build and update knowledge base articles and internal training materials to help prevent recurring issues and support self-service options for customers.
• Practice active listening during customer interactions to ensure understanding of their concerns and to communicate solutions effectively.
• Collaborate with Level Two support team and other departments to raise complex issues.
• Deliver outstanding, clear, and professional communication, both in written and verbal form, ensuring customers are always informed about the status of their inquiries.
• Identify trends or recurring issues and provide feedback to improve product functionality, documentation, and overall customer experience.

Requirements:

• 1+ years Technical/ Customer Support Voice process with excellent English speaking skills
• Must possess any graduation degree (Must have Provisional Certificate and Consolidated Marks Memo)
• Must be willing to work from office & in 24×7 shifts (5 Working Days & 2 Week Offs)
• Must be ready to join immediately.