Lead Analyst - Product Support -Indore 4-6 Years Exp- Indore-Worldpay-1-3 - TimesJobs.com

Worldpay; Madhya Pradesh; On-site; INR 8,00,000 - 12,00,000; Full time

Job summary

A global payments leader in Indore is looking for a Lead Analyst - Product Support to ensure service level agreements and provide customer support. The ideal candidate should have broad knowledge of the payment domain, strong analytical skills, and excellent communication abilities. The role requires working in a dynamic environment with a focus on customer satisfaction, requiring independent and team collaboration. This position operates in a rotational 24/7 shift schedule.

Qualifications

• Broad knowledge of Payment domain and Integrated Payments.
• Ability to work independently and in a team.
• Strong organizational skills and self-motivated.

Responsibilities

• Ensure service level agreements (SLAs) are met.
• Provide in-depth product support to clients.
• Communicate with clients about their incident statuses.
• Work in a 24/7 rotational shift environment.

Skills

Analytical skills

Problem-solving skills

Customer service skills

Communication skills

Time management

Job description

Lead Analyst - Product Support - Indore 4-6 years Exp

Are you ready to write your next chapter?

Make your mark at one of the biggest names in payments. With proven technology, we process the largest volume of payments in the world, driving the global economy every day. When you join Worldpay, you join a global community of experts and changemakers, working to reinvent an industry by constantly evolving how we work and making the way millions of people pay easier, every day.

Are you ready to make your mark? Then you sound like a Worldpayer.

Job Description

About the team

Product Support team is focused to provide excellent level of technical and product support to integrated merchants and partners with Worldpay Total Solution.

What you'll own

• Ensure service level agreements (SLAs) are met on each Salesforce Case
• Provides in-depth product support to Worldpay clients by resolving incoming inquiries.
• Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters.
• To register and classify received issues as cases and to undertake an immediate effort in order to restore customer reported issue as quickly as possible.
• Maintain overall ownership of reported issues ensuring that resolution is provided within the SLA
• Ability to multi-task and stay organized in a dynamic work environment.
• Liaise with L3 team and work on technical/ customer escalations
• Keep customers/ merchants informed about their Incidents' status at agreed intervals
• Recreates client issues in test environment, Identifies/documents how applications and systems interact to support business processes.
• Advise customers regarding the product's proper use and address specific user issues.
• Interpersonal skills and technical product knowledge and expertise are critical to responding to daily Client-centric activities. Other related duties assigned as needed.

Where you'll own it

You will own it in our Vibrant Office Locations as Indore hub.

APAC

With hubs in the heart of city centers and tech capitals, things move fast in APAC. We pride ourselves on being an agile and dynamic collective, collaborating with different teams and offices across the globe.

What you bring

• Broad knowledge of Payment domain and Integrated Payments and related services
• Excellent analytical, decision-making, problem-solving, team-building, conflict management, negotiation and time management skills.
• Excellent customer service skills that build high levels of customer satisfaction for internal and external clients.
• Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization and with the customers.
• Willingly shares relevant technical and/or industry knowledge and expertise to other resources
• Able to work whilst heavy workload and comfortable with rotational shifts 24*7 environment.
• Ability to work both independently and in a team environment
• Organizational and time management skills required, Self-starter with proven ability to work independently.
• Strong problem-solving skills

What makes a Worldpayer

What makes a Worldpayer? Its simple: Think, Act, Win. We stay curious, always asking the right questions to be better every day, finding creative solutions to simplify the complex. Were dynamic, every Worldpayer is empowered to make the right decisions for their customers. And were determined, always staying open winning and failing as one.

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