Experienced Customer Support Analyst – arenaflex

We are urgently hiring an experienced Customer Support Analyst to join arenaflex's dynamic team. As a key member of our support team, you will be responsible for providing exceptional customer service, troubleshooting technical issues, and resolving customer complaints in a timely and professional manner. If you have a passion for technical knowledge, excellent communication skills, and a willingness to learn, we encourage you to apply for this exciting opportunity.

About arenaflex

arenaflex is a leading organization that values innovation, collaboration, and customer satisfaction. We strive to create a work environment that fosters growth, learning, and development. Our team is dedicated to delivering exceptional service to our customers, and we are committed to making a positive impact in the industry.

Role Description

As a Customer Support Analyst at arenaflex, you will be responsible for:

• Providing service support for various software applications, ensuring high customer satisfaction, expertise, accuracy, and timely resolution of issues.
• Keeping users informed about their incident status at agreed intervals.
• Logging all incident/service request details and functioning as the first point of contact for users.
• Handling customer inquiries, resolving technical issues, and escalating complex problems to senior support staff.
• Managing multiple support mailboxes and responding to emails in a timely and professional manner.
• Troubleshooting and resolving technology-related issues on various platforms, including Microsoft Office and custom-built applications.
• Providing user account provisioning for external clients.
• Collaborating with cross-functional teams to resolve complex issues and improve customer satisfaction.

Key Responsibilities

* Customer handling skills, including call etiquette and effective communication.

• End-to-end ticket management, ensuring timely resolution and customer satisfaction.
• Basis ITIL concepts of incident, problem, and change management.
• Experience in managing voice and non-voice support (calls, chats, and email).
• Adhering to Service Level Agreements (SLAs) and key performance indicators (KPIs) such as response time, ASA, and quality scores.
• Performing as per set standards on metrics like C-SAT, AHT, FCR, schedule adherence, escalation threshold, quality scores, and more.
• Understanding of client value add, prioritization of issues, VIP support, and calculating business impact.
• Process incoming service requests, incidents, and change requests, and formulate appropriate responses.
• Manage multiple support mailboxes and respond to emails.
• Triage and troubleshoot issues reported on all applications.
• Report and record any new defects on all applications.
• Communicate with end-users, including external clients, partners, directors, and senior managers.
• Troubleshoot and resolve technology-related issues on various platforms.
• Provision user accounts for external clients.

Qualifications

* Any graduate with 0-1 year of experience.

• Excellent customer service skills (phone, chat, and email).
• Excellent spoken English language proficiency.
• Proficient with MS-Office.
• ServiceNow experience preferred.
• Exposure to application support, ITIL framework, and more.
• Excellent written and verbal skills.
• Customer service experience.
• Comfortable working in a 24*7 environment with rotating shift changes.

How You'll Grow

At arenaflex, we invest in our people's growth and development. We provide a range of resources, including live classrooms, team-based learning, and eLearning, to help you accelerate your career. Our state-of-the-art learning center, DU: The Leadership Center in India, represents a tangible symbol of our commitment to our people's growth and development.

Benefits

* Competitive salary package.

• Opportunities for career growth and development.
• Collaborative and dynamic work environment.
• Access to cutting-edge technology and tools.
• Recognition and rewards for outstanding performance.
• Comprehensive benefits package, including health insurance, retirement plan, and more.

Ready for an Easy Start?

This is a low-stress role with great rewards. If you're reliable, willing to learn, and passionate about customer service, we want you to join our team. Apply now and take the first step towards a rewarding career at arenaflex. Apply To This Job Apply for this job