Client Support Analyst I

WHO YOU ARE:

You’ll be Full-time Application Support Specialist to provide technical support services to our clients primarily based in North America and Canada.

WHAT YOU’LL DO:
• Serves as the primary point of contact for troubleshooting any application issues over e-mail, telephone and remote access.
• Keeps log of all the troubleshooting steps and tracks open tickets.
• Trains customers and peers on the use and support of our products.
• Communicates and resolves customer support issues in a timely manner.
• Investigates user’s problems and develops solutions to complex issues.
• Communicates all comments and suggestions from our customers to the product development team.
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Undertake regular training in both technical and interpersonal areas to facilitate best practice problem resolution.
• Keeps up to date with new technology and methods.

WHAT YOU’LL NEED:
• 4 – 6 years of experience in technical support or information technology involving technical knowledge of company’s products and services.
• Proficient in the use of a variety of web browsers (Chrome, Edge, Firefox, Safari)
• Advanced knowledge of Microsoft Office applications (Word, Excel, Outlook)
• Ability to communicate technical information to nontechnical clients
• Strong verbal and written communication skills
• Self-motivated, good organizational skills, team player and ability to take initiative
• Ability to work after normal business hours to provide extended support services to clients worldwide.

Preferred Skills:
• Previous work experience providing software or any other technical support by phone to clients based in USA/Canada.
• Knowledge of Incident tracking in JIRA or any other incident tracking tool as part of the incident management process.

Desired Skills:
• Knowledge of Agency Management System (Commissions structure) and Insurance Industry of USA

Education: A bachelor's degree in any stream

Shifts: 12.00 PM – 9.00 PM & 2.00 PM – 11.00 PM IST, Weekends off, Fixed timings.

Location: Nagpur, Maharashtra