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Support Analyst IRC231848
| Job: | IRC231848 |
| Location: | India - Gurgaon |
| Designation: | Analyst |
| Experience: | 1-3 years |
| Function: | Content Engineering |
| Skills: | Communications, Customer Support, Email Etiquette |
| Work Model: | On-Site/Office |
Description:
We support Partners for queries related to their account, their ebooks/audiobooks via chat and email.
Requirements:
● Graduate degree in any discipline
● The candidate must be flexible with 24*7 shift timing
● Excellent written and good oral communication skills
● Good interpersonal skills and decision-making capabilities
● Expertise in Google Docs Suite (Drive, Docs, SPreadsheet, Slides, etc. or MS office tools – Excel and Word
● Good analytical skills with a logical mind-set
● Strong data interpretations skills to analyze and document relevant findings.
● Must be flexible to work on Public Holidays.
● Self-directed, adaptable to changes in the work environment/rules/directions
● Professional attitude and service orientation; team player.
● Front end + real time Customer Service experience (chat/email)
● Customer Service Acumen
● Typing speed at least 30wpm
● Computation ability (basic)
● Hands on with internet
Preferences:
Only 1-2 Years of Experience in International Email and chat Support Role
Responsibilities:
● Manage large amount of incoming partner emails and chats per the project’s productivity and
quality SLAs
● Provide answers/resolution to partner queries/issues through email and chat to the utmost
satisfaction of partners
● Escalate issues requiring high-level expertise to expert teams/individuals and get a resolution
for the partner
● Liaise between partners and various internal teams/individuals while working to get answers or
resolution to partner queries/issues
● Responsible for analyzing and reviewing content which might also include sexually explicit
content (text/audio).
● Work on various ad-hoc projects requiring reaching out to partners through email and review
large amounts of data/info while exceeding the quality and productivity targets
● Identify and share partner feedback with the relevant individuals/teams through appropriate
internal channels in place
● Assist team/ops management identify and analyze opportunities to optimize and develop
processes & tools for improving internal efficiency and partner experience
● Track performance status, metrics, etc of various tasks undertaken
What We Offer
Exciting Projects: We focus on industries like High-Tech, communication, media, healthcare, retail and telecom. Our customer list is full of fantastic global brands and leaders who love what we build for them.
Collaborative Environment: You Can expand your skills by collaborating with a diverse team of highly talented people in an open, laidback environment — or even abroad in one of our global centers or client facilities!
Work-Life Balance: GlobalLogic prioritizes work-life balance, which is why we offer flexible work schedules, opportunities to work from home, and paid time off and holidays.
Professional Development: Our dedicated Learning & Development team regularly organizes Communication skills training(GL Vantage, Toast Master),Stress Management program, professional certifications, and technical and soft skill trainings.
Excellent Benefits: We provide our employees with competitive salaries, family medical insurance, Group Term Life Insurance, Group Personal Accident Insurance , NPS(National Pension Scheme ), Periodic health awareness program, extended maternity leave, annual performance bonuses, and referral bonuses.
Fun Perks: We want you to love where you work, which is why we host sports events, cultural activities, offer food on subsidies rates, Corporate parties. Our vibrant offices also include dedicated GL Zones, rooftop decks and GL Club where you can drink coffee or tea with your colleagues over a game of table and offer discounts for popular stores and restaurants!