Support Analyst
Gurgaon
Posted on: May 19, 2025
Gurgaon
Posted on: May 19, 2025
Gurgaon
• Respond to support requests via email, voice call, and ticketing tool in a timely and professional manner.
• Log, Categorize, prioritize, and manage tickets using the organization's ticketing system (e.g. Zendesk).
• Troubleshoot and resolve technical issues or escalate as needed to the appropriate teams.
• Handle Customers from around the globe in a shift based role ie., Morning, Afternoon and Night.
• Follow up on open issues and ensure timely resolution and user satisfaction.
• Document issues and resolutions to contribute to the knowledge base.
• Maintain clear and eMective communication with users throughout the support process.
• Collaborate with internal teams to understand system changes and their impact on support.
• Meet defined SLAs (Service Level Agreements) and performance metrics.
Gurgaon
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