Art Technology and Software.
Kochi –682 030.
Customer Support Analyst 2- 4 years Experience
Customer Care Analysts ensure customers, some of the world’s leading cards and payments programs, benefit from the highest levels of Customer support and expertise in their extensive use of the payment platform and services we provide.
Key responsibilities include, but are not limited to:
Being a named point of contact/ownership of service for a group of clients as well as part of a team supporting all clients on a pool basis
Detailed understanding of the customers business (products, customer journeys, volumes) and needs
End to end ownership of client requests to successful and timely resolution
Advocacy for clients where requirements which are new to company or not currently prioritized
Providing analysis on card/transaction data
Understanding, following and adhering to defined incident management procedures and communication plans
Appropriate escalation of potential issues as per defined processes, providing the required information needed to investigate thoroughly.
The role offers multiple exciting career progression paths within the company : Technical Support, Account Management, Testing and Project delivery.
Skills, Ability and Experience
A track record of success in a B2B client facing service role, preferably in cards, payments, technology or a similar sector
An understanding of transaction processing systems, electronic Point of Sale and ATMs
Keen attention to detail
A strong sense of urgency
Excellent oral and written communication skills in English
Ability to perform both within a team and autonomously
Experience in office software applications such as Word, Excel, email and browsers
Experience in an operational environment
Have a genuine passion for technology
Experience with the following:
o Monitoring tools and dashboards
o JIRA Service Management/Confluence
Experience of working in a fast-paced environment where client service is time critical and has a direct effect on the bottom line