Analyst L2

Hiring Squad; Goregaon; Hybrid; INR 600,000 - 750,000; Full time

Job summary

Hiring Squad is seeking an Analyst L2 in Mumbai to provide level-2 technical and customer support, handling tickets with a focus on quality and timely resolution.

The role requires strong communication, an analytical mindset, and the ability to follow playbooks, update guides, and coordinate with clients via email and chat.

4+ years of customer/service experience is preferred, with graduates considered; attorneys may be preferred for specific cases.

Qualifications

• 4+ years of customer/client service experience is must.
• Excellent communication skills are required.
• Analytical mindset and problem-solving abilities are essential.

Responsibilities

• Manage all tickets in the ticketing system and prioritize by severity.
• Provide resolutions as per playbook, guidelines, or manager discussion.
• Update playbook with new information and resolutions.
• Communicate effectively with clients via email/chat/Skype.
• Update tracking system with latest information and maintain reports.
• Ensure all SLA/targets are met within deadlines.
• Other duties as assigned.

Skills

Excellent communication skills

Analytical mindset

Education

Any Graduate

Attorneys preferred

Job description

Job Title: Analyst L2

Location: Mumbai, India
Reporting Manager: Director

Role Summary:

• Responsible for providing level2 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
• 4+ years of Customer/client Service experience is must