Analyst L1 / Analyst L2 (Customer support/ Technical support)

Hiring Squad; Mumbai Suburban; Hybrid; INR 400,000 - 700,000; Full time

Job summary

Hiring Squad in Goregaon East, Mumbai, India, is hiring for Analyst L1/L2 to provide level 1/2 technical and customer support during permanent night shifts (9.00 PM to 6.00 AM). Immediate to 30 days notice period, with cab facilities for night shifts where eligible.

Role requires 2-5 years of customer service experience, Any Graduate degree (Attorneys preferred). Responsibilities include ticket management, SLA adherence, and effective client communication via email/chat/Skype.

Qualifications

• Bachelors degree in any field; Attorneys preferred.
• 2-5 years of customer/client service experience is must.
• Willingness to work permanent night shift and handle calls/tickets.

Responsibilities

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

Skills

Excellent communication

Analytical mind

Education

Any Graduate

Attorneys preferred

Job description

Job Title: Analyst L1/L2

Location: Goregaon East, Mumbai, India

Shift: Permanent Night shift (9.00 PM to 6.00 AM)

Transportation: Drop Cab facilities will be available for night shifts (Transport boundary applicable -- check if you fall under transport boundary)

Notice Period: Immediate to 30 days

• Analyst L1

Experience: 2-3 Years Experience

CTC details: 4.00 LPA 5.00 LPA

• Analyst L2

Experience: 4-5 Years Experience

CTC details: 6.00 LPA 7.00 LPA

Imp Instructions: Hiring boundary

• Western Line: Churchgate to Virar
• Central Line: CST to Thane
• Harbour Line: Till Mankhurd

Education and Experience:

• Any Graduate can apply however Attorneys will be preferred
• 2- 5 years of Customer/client Service experience is must

Role Summary:

• Responsible for providing level1/2 technical/customer support
• Maintain all type of SLAs and quality standards established by 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