Experienced Customer Support Analyst – Service Desk and Application Support

At arenaflex, we're on a mission to deliver exceptional customer experiences that exceed our clients' expectations. As a Customer Support Analyst, you'll play a vital role in providing top-notch service support for various software applications, ensuring high customer satisfaction, expertise, accuracy, and timely resolutions. If you're passionate about delivering world-class customer service and have a knack for technical knowledge, we want to hear from you!

About arenaflex

arenaflex is a leading global professional services organization, providing audit, consulting, financial advisory, risk advisory, tax, and related services to public and private clients. With a rich history spanning over a century, we've built a reputation for excellence, innovation, and integrity. Our commitment to our people, clients, and communities drives everything we do, and we're dedicated to making a positive impact on the world.

What You'll Do

As a Customer Support Analyst, you'll be responsible for:

• Providing exceptional customer service support for various software applications, ensuring high customer satisfaction, expertise, accuracy, and timely resolutions.
• Handling customer inquiries, resolving issues, and escalating complex problems to senior support teams.
• Managing multiple support mailboxes and responding to emails in a timely and professional manner.
• Troubleshooting and resolving technology-related issues on various platforms, including MS Office, custom-built applications, and Microsoft stack (ASP.NET, C#, Active Directory, and DPASS).
• Provisioning user accounts for external clients and communicating with end-users, including external (non-arenaflex) client users, Partners, Directors, and Senior Managers from client organizations.
• Collaborating with cross-functional teams to resolve complex issues and improve overall customer experience.
• Participating in on-call rotations and providing 24/7 support to ensure seamless service delivery.

Key Responsibilities:

* Customer handling skills – Call etiquettes

• End-to-end ticket management
• Basis ITIL concepts of Incident, problem, and change management
• Experience in managing voice and non-voice support (Calls, chats, and email)
• Adhering to SLAs like response time of an email and chat, ASA for calls, and other key performance indicators (KPIs)
• Performing as per set standards on metrics like C-SAT, AHT, FCR, schedule adherence, escalation threshold, quality scores, and other relevant KPIs
• Client value add, prioritization of issues, VIP support, and calculating business impact
• Process incoming service requests, incidents, and change requests and formulate appropriate responses
• Triage and troubleshoot issue(s) reported on all applications
• Report and record any new defects on all applications
• Communicate with end-users, including external (non-arenaflex) client users, Partners, Directors, and Senior Managers from client organizations
• Troubleshoot and resolve technology-related issues on various platforms
• Provision user accounts for external clients

Qualifications

The ideal candidate should possess:

• A graduate degree in any field
• 0-1 year of experience in customer support or a related field
• Excellent customer service skills (Phone, Chat, Emails)
• Excellent spoken English language proficiency
• Proficient with MS-Office
• ServiceNow experience preferred
• Exposure to application support, ITIL framework, and other relevant technologies
• Excellent written and verbal skills
• Customer service experience

Technical Requirements:

* Any graduate degree

• 0-1 year of experience
• Excellent customer service skills
• Excellent spoken English language proficiency
• Proficient with MS-Office
• ServiceNow experience preferred
• Exposure to application support, ITIL framework, and other relevant technologies
• Excellent written and verbal skills
• Customer service experience

**Comfortable to Work in 24*7 Environment:** * Rotating shift changes up to every month: + 5:30 AM – 2:30 PM IST + 2:00 PM – 11:00 PM IST + 9:00 PM – 06:00 AM IST

How You'll Grow

At arenaflex, we're committed to helping our professionals grow and develop in their careers. We offer a range of learning and networking opportunities, including:

• Live classrooms
• Team-based learning
• E-learning
• Exposure to leaders, sponsors, coaches, and challenging assignments
• Participation in on-call rotations and 24/7 support to ensure seamless service delivery

DU: The Leadership Center in India

arenaflex has invested in creating a rich environment for our professionals to grow and develop. Our state-of-the-art, world-class learning center in Hyderabad, India, represents a tangible symbol of our commitment to our people's growth and development. Explore DU: The Leadership Center in India to learn more about our learning and development opportunities.

Join arenaflex Today!

If you're passionate about delivering exceptional customer service and have a knack for technical knowledge, we want to hear from you! Apply now to become a part of our team and start your journey with arenaflex! Apply for this job