Analyst

Job Description

CO - DTS

Pune | Full-time (FT) | Customer Operations

Shift Timings – Night Shift |Management Level – A| Travel Requirements - NA

The ideal candidate must possess strong communication skills, with an ability to listen and comprehend information and share it with all the key stakeholders, highlighting opportunities for improvement and concerns, if any. He/she must be able to work collaboratively with teams to execute tasks within defined timeframes while maintaining high-quality standards and superior service levels. The ability to take proactive actions and willingness to take up responsibility beyond the assigned work area is a plus.

Analyst Role And Responsibilities

• Interaction with Techs in field to provide them real time support
• Checking status of services on account in diagnostic tools
• Ensure to take appropriate steps to resolve customer's problems
• Troubleshooting of technical issues related to customer’s services Tier 1.5 support
• Communicate effectively and close looping with client in case of observations
• Updating status in internal as well as client tools
• Meet process expectations with high quality standards and adherence to SLAs
• Candidate shall adhere to the information security requirements
  
  

Technical And Functional Skills

• Basic knowledge of Computer and/or telecom technology
• Ability to quickly and efficiently assimilate process knowledge
• Good at problem solving and root cause analysis
• Professional in conduct/behavior, appearance and communication
• Understanding of web technology and cable setup
• Ability of analyzing information and evaluating results to choose the best solution and solve problems
• Needs to have ability to adapt to perpetual changes as per Business requirement.
• Must be reliable in terms of attendance and timing
• Flexible for 24X7 Shifts (Night shifts)
• Basic Knowledge of excel
• Experience in Troubleshooting related process
• Experience in cable or telecom industry
• Ability to analyze information and evaluate results to choose the best solution and solve problems
• Ability to multi-task – For Ex: take notes while on the call etc.
  
  

About Us

At eClerx, we serve some of the largest global companies – 50 of the Fortune 500 clients. Our clients call upon us to solve their most complex problems, and deliver transformative insights. Across roles and levels, you get the opportunity to build expertise, challenge the status quo, think bolder, and help our clients seize value

About The Team

eClerx is a global leader in productized services, bringing together people, technology and domain expertise to amplify business results. Our mission is to set the benchmark for client service and success in our industry. Our vision is to be the innovation partner of choice for technology, data analytics and process management services. Since our inception in 2000, we've partnered with top companies across various industries, including financial services, telecommunications, retail, and high-tech. Our innovative solutions and domain expertise help businesses optimize operations, improve efficiency, and drive growth. With over 18,000 employees worldwide, eClerx is dedicated to delivering excellence through smart automation and data-driven insights. At eClerx, we believe in nurturing talent and providing hands-on experience.

eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, per applicable law.