CSA - Customer support analyst

Customer Support Analyst
A Customer Support Analyst position is a Techno Functional role with an exciting opportunity to work with a variety of bespoke client digital applications and tooling, which provides functional and technical support to end users. The analyst actively oversees the end-to-end resolution of incidents and queries from customers through clients' service management tool (ServiceNow) while adhering to Service Level Agreements.
It is a full-time remote position, for which the Analyst must have access to a professional work environment and be available during the specified business hours.
The applicant must comply to take the background check and should specify the work permit / authorization to be considered for this role.

• Troubleshooting Incident tickets, provide functional and technical subject matter expertise
• Engage the product development and/or engineering teams as required to resolve Incident tickets or Problems
• Analyze application defects, identify current trends and recognize the opportunities to improve the resolution time, work quality and performance
• Champion the customer experience, by effectively managing the end user expectations on response times, and provide professional & timely communication

• Create and update the knowledge base articles, as well as operational reports and dashboards within ServiceNow
• Ensure secure and efficient data transmission by configuring and maintaining file transfer protocols and standards
• Collaborate with cross-functional teams to gather and understand file transfer requirements, facilitating the development of appropriate solutions
• Prepare comprehensive reports, working closely with multiple stakeholders to obtain necessary data evidence
• Enhance daily operations by leveraging AI tools and technologies, fostering improved efficiency and innovation
• Help to onboard new applications, and track small-to-medium size projects to completion

• 3 to 4 years of work experience in application support, in a fast-paced and large-scale cloud environment
• Bachelor's degree, preferably in Computer Science, Information Technology, Computer Engineering, or related IT discipline
• Previous work experience in a client-facing role, must also be comfortable presenting in front of internal and external stakeholders at various levels
• Strong knowledge of SDLC and Ticket life cycle
• Domain and functional knowledge of support process documentation and knowledge base articles
• To demonstrate ability to learn an application, and become a subject matter expert on the application's features and functionality
• Understand ITIL service management principles
• Experience working in an Agile and DevOps culture
• Comfortable to take up the ownership of parts or whole initiatives, with a proven track record of working independently and with cross-functional teams
• Demonstrate ability to effectively prioritize ticket volume, balance workload and meet deadlines
• Highly organized and detail oriented
• Good team player and a quick learner
• Outstanding customer service skills and know how to show empathy towards the customers / end-users
• A natural problem solver
• Managing multiple conflicting deadlines, competing priorities and customer expectations
• Manual Testing experience