Art Technology and Software.
Kochi –682 030.
Customer Support: Senior Analyst 5 + years
Customer Care Analysts ensure our customers, some of the world’s leading cards and payments programmes, benefit from the highest levels of Customer support and expertise in their extensive use of our platform and services
Key responsibilities include, but are not limited to:
Being a named point of contact/ownership of service for a group of GPS Strategic customers as well as part of a team supporting all of our customers on a pool basis
Proactive identification and resolution of customer impacting issues.
Single point of accountability providing end to end ownership to drive successful and timely customer focussed outcomes
Detailed understanding of the customers business (products, customer journeys, volumes) and needs
Advocacy for customers where requirements which are new to company or not currently prioritised
Mentoring less experienced members of the team
Being an escalation point or thought partner in the resolution of issues
Providing analysis on card/transaction data
Understanding, following and adhering to defined incident management procedures and communication plans. Contributing to continuous improvement of our Incident Management process
Appropriate escalation of issues, providing clear and factual information to investigate effectively
The role offers multiple exciting career progression paths within the organization: Technical Support, Account Management, Testing and Project delivery.
Skills, Ability and Experience
A track record of success in a B2B customer 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 and prioritisation
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 with working with internal teams overseas and locally to drive resolutions
Working in a fast paced 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 high-octane environment where customer service is time critical and has a direct effect on the bottom line
Speaking another language