Senior Client Support Analyst
On-siteBengaluru, Karnataka, India
Job Summary
Diagnose and resolve client-reported issues related to software, hardware, or network problems by investigating them to resolution and ensuring proper escalation. Take ownership of daily scheduled activities with high accuracy while leveraging knowledge bases and postmortems to continuously improve the platform. Mentor junior staff on standardized IT processes and facilitate business needs through clear requirement communication to escalation points. Identify recurring issues and patterns to drive continuous improvement opportunities, maintaining a strong focus on security practices and data segregation. Work in a fast-paced environment requiring advanced troubleshooting skills and thorough follow-up on all matters.
Required Qualifications
- Bachelors degree in Computer Information Systems, Business Administration or a related field, preferred
- Minimum 2 years of experience in Application Support in system or quantitative analysis and business solutions development
- Advanced troubleshooting skills
- Excellent verbal and written skills required
- Excellent time management and organizational skills
- Must be able to work in a fast-paced, high-pressure environment and manage priorities
- Analytical skills with a dedicated eye to detail, thoroughness and follow up
Desired Qualifications
- Prior experience supporting a cloud-based platform is a huge plus
- Strong customer service focus
- Proactive, highly motivated individual with a proven track record to deliver superior results
- Demonstrate excellent judgment and professionalism when dealing with all our internal and external business partners
- Ability to act as a team lead and guide other less senior team members
- Minimum 2 years' experience using a ticketing platform
- Minimum 1 year experience with Splunk
- Minimum 1 year experience with a infrastructure monitoring tool
- Experience with UNIX commands and job monitoring
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