Analyst
eClerxMumbai, Maharashtra, India
Posted April 25, 2024
Full Time
About the Company
eClerx is a productized services company offering a wide range of solutions including financial services, digital analytics, CRM, and knowledge process outsourcing. With a focus on combining people, technology, and domain expertise, eClerx aims to set industry benchmarks for client service and innovation in technology, data analytics, and process management.
Job Description
eClerx is seeking a Customer Service Analyst (Voice Process) to provide real-time technical support, troubleshoot issues, and communicate effectively with both customers and internal teams. The role requires strong communication skills, problem-solving abilities, and a proactive approach. The analyst will be responsible for updating systems, coordinating appointments, and ensuring customer satisfaction.
Requirements
- Interaction with Techs in field to provide real-time support
- Troubleshooting of technical issues related to customer’s services Tier 1.5 support
- Updating status in internal as well as client tools
- Call up customers in case of any delays or to confirm appointments
- Provision equipment’s on customers’ accounts once the technician has installed them
- Audit work orders for accuracy
- Check for signal levels on all equipment
- Call up technicians to verify their status
- Coordinating with DOJ/DOI team in case of any issues with regards to provisioning or adding equipment
- Coalesce and share information for appointments
Benefits
- Professional Development
- Collaborative Environment