Analyst - Customer Support - Voice Process - BPO (1-4 yrs)

Support Analyst-Voice Process

Qualification, Skills, and Experience :

- Graduate with customer support experience (1 to 4 years)

- Customer handling (Voice, must have)

- Good communication skills (Written and Verbal both)

- Analytical skills for proper identification of issues and resolution

- Quick leaner

- Willingness to Explore New Technologies

- Knowledge of SQL preferred

- Willing to work in a 24x7 environment and provide weekend coverage, if needed.

- Should be a team player with positive attitude

Roles and Responsibilities :

- Demonstrates proficiency with ETL processes, with the ability to learn and apply new and emerging concepts very quickly

- Refer to internal database or external resources to provide accurate solutions

- Communicate effectively with automotive dealership personnel/clients/data providers via phone and email

- Prioritize and manage several open issues at one time. Create case logs, record information, establish resolution time, follow ups and work on complex issues

- Quick understanding of applications/ETLs for providing Level1 support and guide dealership through resolution of technical issues

- Maintain jovial relationships with internal teams

- Work closely with project owners to understand and maintain focus on their analytical needs, including identifying critical metrics and KPIs, and deliver actionable insights to relevant decision-makers

- Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams

- Develop and maintain accurate documentation of SOPs