Technology - Associate Analyst/ Analyst

Innova Solutions; Hyderabad; On-site; INR 300,000 - 420,000; Full time

Job summary

Innova Solutions is seeking a customer support professional to resolve issues on calls and through various channels, with a focus on accuracy and timely responses.

You will document incidents in the CRM, monitor ongoing outages, and comply with quality metrics such as CSAT, first call resolution, and adherence. The role requires flexibility to work 24x7 shifts and handle global customers with professionalism.

Qualifications

• Basic knowledge of computer software and hardware.

Responsibilities

• Provide effective and timely resolution for all voice and non-voice interactions (phone, email, self-service tickets, chats and voicemail).
• Document every incident and support request in the CRM tool and ensure tickets are closed or escalated as appropriate.
• Stay informed about ongoing issues/outages and changes in environment communicated via email and other channels.

Job description

T. Our customers have a high expectation that you will be able to resolve their issue on the call, but they recognize that there are some issues that can only be resolved by teams outside the Contact-center. Our customers are very computer literate, and accuracy of information is a high priority.

• Provide effective and timely resolution for all voice and non-voice interactions (phone, email, self-service tickets, chats and voicemail) with end users.
• Analyze and resolve incidents and service requests regarding use of application software or hardware. basic knowledge about computer software and hardware.
• Document every incident and support request in the CRM tool and ensure the tickets are closed or escalated as appropriate.
• Should stay informed about ongoing issues/outages, changes in environment that are communicated via email and other channels regularly.
• Meet key performance indicators like Customer Satisfaction Survey scores, Contact Quality, First Call Resolution, Schedule Adherence and participate in individual/group coaching sessions. Adhere to contact quality guidelines.
• Identify knowledge gaps and submit corrections/updates and new knowledge documents.
• Create a positive customer support experience and build strong relationships through deep problem understanding with a consummately professional attitude.
• Should be a self-motivated achiever who gains satisfaction from providing excellent customer service.
• Should be flexible to work in different shifts as ISS-Business works 24 x 7.
• Avoid unplanned time off from work as this would have major impact on our business. Excessive unplanned absence may result in disciplinary actions.
• Adheres to Code of Ethics, Vision, Mission and Core Values.
• Ability to switch between different countries and cultures (Americas, EMEA, APAC)

Customer Satisfaction Survey scores, Contact Quality, First Call Resolution, Schedule Adherence