Analyst 1

Hiring Squad; Mumbai Suburban; Hybrid; INR 360,000 - 480,000; Full time

Job summary

Hiring Squad is seeking an Analyst L1 in Goregaon, Mumbai to provide level-1 technical and customer support. The role emphasizes SLA adherence, clear communication, and following established playbooks to resolve tickets and maintain quality standards.

Ideal candidates have 3+ years of customer service experience, strong analytical skills, and excellent communication abilities. Attorneys preferred but all graduates are welcome to apply. Office-based with standard business hours.

Qualifications

• Graduate with 3+ years of customer service experience required.
• Strong communication skills and analytical thinking.
• Ability to prioritize tickets and follow defined playbooks.

Responsibilities

• Manage all tickets in the ticketing system and prioritize by severity.
• Provide resolutions per playbook, guidelines, or manager discussion.
• Update playbook with new information and resolutions.
• Communicate with clients via email, chat, or Skype calls.
• Update the tracking system with latest information.
• Maintain trackers/reports related to the process.
• Ensure SLA/targets are met by deadlines.
• Perform other duties as assigned.

Skills

Excellent Communication

Analytical mind set

Education

Any Graduate

Job description

Job Title: Analyst L1

Location: Goregaon, Mumbai

Reporting Manager: Team lead

Role Summary:

• Responsible for providing level1 technical/customer support
• Maintain all type of SLAs and quality standards established by Integreon/client.

Responsibilities and Duties:

• Responsible to manage all tickets in our ticketing system and prioritize tickets based on severity
• Responsible to provide resolutions as per the playbook, guidelines, training material or based on the discussion with manager
• Responsible to update playbook with new type of information/resolutions
• Responsible to effectively communicate with client via email/chat/skype calls
• Responsible to update the tracking system with the latest information
• Responsible for maintaining trackers/reports related to the process
• Ensure all SLA/targets are met as per the said deadline
• Responsible for other miscellaneous duties as assigned

Required Skills/Abilities:

• Excellent Communication skills
• Analytical mind set

Education and Experience:

• Any Graduate can apply however Attorneys will be preferred
• 3+ years of Customer/client Service experience is must