Join a dynamic IT services company as a Customer Support Analyst focused on Level 2 support. Leverage your technical skills to resolve complex issues and enhance client satisfaction.

About the Company

Join a rapidly growing IT services company dedicated to delivering innovative solutions across the technology landscape. With a focus on client satisfaction and operational efficiency, we support a diverse range of clients in optimizing their service delivery and enhancing user experience.

Role Overview

We are seeking a Customer Support Analyst specializing in Level 2 support to become a key player in our operations. This position requires a blend of technical expertise and outstanding communication skills as you will interact with various stakeholders including project managers, clients, and vendors. Your role will be vital in ensuring the smooth transition and support of new products within our Digital Operations team.

Key Responsibilities

• Respond to and fulfill service requests, ensuring adherence to service level objectives within operational timelines.
• Manage incident resolution, performing in-depth troubleshooting of application issues.
• Act as a primary point of contact for client escalations, effectively resolving complex issues.
• Create, update, and manage knowledge base articles and support documentation.
• Utilize ServiceNow and/or Power BI to create and analyze reports to track incident resolution and service performance metrics.
• Collaborate with Delivery Leads and Portfolio Managers to onboard products and track project progress.
• Foster strong relationships across functional teams to enhance service delivery.
• Proactively prioritize competing tasks and manage multiple deadlines in a fast-paced environment.

Tech Stack

• ServiceNow
• Microsoft Power BI
• SQL
• ITIL principles
• Agile methodologies
• Cloud computing technologies (Azure or AWS)

• 1-3 years of experience in Service Delivery within a large-scale cloud environment focusing on request fulfillment, incident response, and problem management.
• Proficient in ServiceNow and Microsoft Power BI for reporting and ticket management.
• Strong troubleshooting skills for diagnosing and resolving application issues.
• Familiarity with ITIL service management principles and agile methodologies.
• Excellent communication, writing, and organizational skills.
• Experience in creating and maintaining knowledge base articles and process documentation.
• Understanding of SQL, cloud computing, and incident management is preferred.

• Competitive salary package
• Health benefits and wellness programs
• Opportunities for professional development and training
• Collaborative work environment with cross-functional teams
• Flexible working hours