Customer Support Analyst (Level 2 Support)

We are hiring a CSA -A Customer Support Analyst (Level 2 Support)

Experience: 3+

Mode:Hybrid.

Location: Hyderabad or Bangalore

shift: 2 – 10 PM IST , night shifts on rotational basis on demand ( 1 week in a month)

Notice Period: Imediate to 15 Days

CSA -A Customer Support Analyst (Level 2 Support)

• Main responsibilities include fulfilling service requests, creating and maintaining knowledge base articles, supplemental incident and problem management tasks, ensuring appropriate triaging of complex technical issues;
• Creating and analyzing reports in ServiceNow and/or PowerBi
• They will support the work of Delivery leads and/or Portfolio Managers by helping onboard products to Digital Operations and track projects to completion. Sometimes, they will help cover the excess workload and act as a back-up when needed.
• In addition, individuals must be comfortable working and speaking with a wide range of people in various positions, including project managers, clients, support staff and vendors.
• Acting as a liaison and contribute to relationship building between cross functional teams, they should display strong communication skills – both verbal, professional writing, and presentation skills

Experience:

• 1-3 years' work experience in Service Delivery in a large-scale cloud environment with focus on request fulfilment, incident response, escalation procedures, problem management and knowledge management while adhering to service-level objectives
• Handling level 2 functional and technical support to resolve issues including diagnosing and in-depth and complex troubleshooting application issues working with the client teams and when necessary, end users serves as a primary point of contact for client escalations product oriented support experience
• Triaging incoming requests (via ServiceNow) and where needed, escalating to SRE and application support (L3/4) teams
• Creating and analyzing reports in ServiceNow and/or PowerBi detailing use of the application by end users as well as data regarding ticket volume, incident resolution, SLA adherence, trend analysis and other related ITIL based issues Creating, updating and managing support process documentation and knowledge base articles
• Strong domain and functional knowledge of multiple software applications to aid in functional and technical support
• Managing multiple conflicting deadlines, competing priorities and customer expectations
• Experience with ITIL service management principles
• Experience promoting an agile and DevOps culture
• Displays a sense of ownership, liaison and relationship building between cross functional teams
• Strong communication skills – both verbal, professional writing and presentation skills. Organizing and prioritization skills are a MUST

Top skills for Application Technology :

.NET AGILE, SCRUM (CSP, CSPO) APPLICATION ARCHITECTURE ADO Basic Azure DATABASE SCHEMA MANAGEMENT (E.G., DB DEPLOY, FLYWAY) DEVOPS TECHNOLOGIES (E.G., JENKINS, SONARQUBE, GIT, DOCKER ETC.) INTEGRATION ARCHITECTURE