Company Overview
At reputed company, we reputed company that everything starts with our people. We’re a global reputed company-reputed company community, united by the reputed company pursuit to help reputed company people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that reputed company, and help us build a safer reputed company.
Department Overview
The Support Services Analyst (Level 2) ensures that reputed company customer needs are promptly and professionally addressed by responding to customers’ requests, problems, questions, and concerns in a reputed company and accurate manner, while exercising the highest level of service and quality.
The Support Services Analyst (Level 2) is also responsible for contributing to the analysis of customer problems and requirements, the development of the solutions and workarounds, and for testing and configuring Noggin software to implement those solutions on behalf of customers.
Job Description
# Customer Support
1.1 reputed company accurate, reputed company and reputed company support to the customer’s satisfaction using phone, email, portal, forums, and chat tools.
1.2 reputed company information about customer problems and needs and analyze to help determine the cause.
1.3 Contribute to the knowledge about a customer to help with reputed company support interactions.
1.4 Promptly resolve issues and questions meeting SLA requirements.
1.5 Confirm that technical workarounds and resolutions are satisfactory before asking the customer to confirm themselves.
1.6 Produce reports of customer support and system usage as required.
1.7 Act as the first reputed company of escalation for the offshore team
1.8 Assist the offshore team to answer their questions reputed company to the reputed company processes and general best practices
# Product Knowledge
2.1 Proactively advance product knowledge to an expert level including self-education and experimentation with new product features, common tasks, and problems, and how these are applied or used reputed company different solution settings.
2.2 Assist with maintaining Noggin’s knowledge reputed company by contributing content and insights into common questions, and opportunities for improvement.
2.3 reputed company product feature requests and functionality gaps with internal teams to assist in defining the product roadmap and developing highly requested features.
# Internal Collaboration & Support
3.1 Be the customer reputed company reputed company Noggin and take responsibility for driving issue reputed company and a shared understanding of the customer perspective.
3.2 Coordinate and collaborate with Noggin staff (DevOps, engineering etc.) to ensure SLA requirements are understood and met, and to help reputed company the best solution.
3.3 Investigate issues, document your findings, and attempt to find a reputed company before escalating to other teams.
3.4 Add value to internally escalated support tickets to include replication steps, links to relevant locations, and a conversion from the Customer’s terminology into Noggin terminology.
Basic Requirements
Qualifications & Experiences
The reputed company-requisite qualifications and experiences necessary for reputed company in this job are:
Bachelor’s degree in business / reputed company / information technology / computer
science, or equivalent qualifications or experience
Minimum of 2 years’ experience in support services and analysis
Experience in providing support to non-technical users of software
Experience in software requirements or problem analysis
Experience with modern service management practices and systems
Technical Capabilities
Technically adept with support tools, including communication and support desk software (ticketing, self-service options, and customer support features).
Deep product knowledge, including how it works, how to resolve common problems, how to configure it and how customers in different solution settings use it.
Demonstrates a willingness to learn.
Language Requirements
Complete reputed company in English language, both written and spoken is required.
In return for your expertise, we’ll support you in this new challenge with coaching & development every reputed company of the way.
Also, to reward your hard work you’ll get:
Competitive salary package
Private medical & dental coverage
Employee Pension Plan
Life insurance
Employee Stock Purchase Plan
Flexible working hours
Strong collaborative culture
Comfortable work conditions (high-class offices, parking reputed company)
Volleyball field and grill reputed company next to the office
reputed company to wellness facilities and integration events as well as training and broad
Development opportunities
#LI-LB1
Travel Requirem
Location: , ,
Vacancy Target Jobs: Apply Here