Senior Analyst (Technology Support)

Role Responsibilities:

Support Multiple Member Firms

• Support PPMDs (VIP Callers) and their delegates through frontline contacts working to provide a quick resolution, maintaining ownership of customer’s ticket and providing peace of mind
• Members responsible for managing multiple countries, systems and skillsets.

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• Stay current on new deployments and system updates
• Follow established process, procedures and APRs while maintaining compliance 
• Report potential call drivers to leadership 
• Meet provided KPIs – FCR, SA, Quality, Flowout, CSAT
• Contribute to Knowledge Database and process improvements 
• Maximize availability to support inbound contacts
• Appropriate handling of contact through following knowledge to transfer/escalate to the correct groups  
• Stay current on the tools used to support our customers
• Identify trends to be reported to leadership
• Ticket follow-up for PPMD ownership
• Share feedback/observation with leadership on process, team, and knowledge opportunities Answer incoming interactions (calls, webforms, emails, chats and voicemails).
• Excellent verbal and written communication skills.
• Stay up to date with outage, knowledge update alerts that are communicated on a need basis.
• Adhere to contact quality guidelines.
• Excellent decision-making skills to ensure optimum customer satisfaction.
• Excellent troubleshooting skills to diagnose and resolve/address customer issues/requests.
• Display excellent customer service skills and attitude on each and every interaction.
• Constantly strive to meet or exceed the goals/KPIs.
• Demonstrate flexibility in working in different shifts as ISS-Technology works 24×7.

• Self-disciplined in order to adhere to the schedule published.
• Identify knowledge gaps and submit corrections/updates and new knowledge documents.
• Should be able to mentor new hires.

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Senior Analyst (Incident Resolution Team/ Incident Management)  

In-depth technical support

• Support Multiple Member Firms (Global Support)
• Work with Local IT Services and NOC for any network/application/system outages
• work on escalated tickets, maintain relationship with external support groups
• proactively identify trends
• use the right tools & knowledge
• quality of service and assist frontline analysts
• Arrive to work on time and on days scheduled as well as adhering to the schedule provided by RTM. If they are unable to meet this requirement, they are to contact their leader and RTM 
• Treat customers with courtesy and respect by following our Quality Guidelines
• Stay current and participate in testing and providing feedback for new deployments and system updates
• Perform administrative tasks specific to their line of business 
• Follow established process, procedures and APRs while maintaining compliance 
• Report potential call drivers and trends to leadership 
• Meet provided KPIs – SA, Quality, CSAT
• Updates to Knowledge Database and process improvements to contribute to the FCR KPI target 
• Take ownership of service recovery situations  

• Support frontline interactions when staffing and/or call volume requires 
• Appropriate handling of contact through following knowledge to escalate to the correct groups  
• Follow guidelines for handling PII, confidential and sensitive information 
• Support Firm Emergency processes 
• Take initiative and own your career
• A subject matter expert in one or more areas 
• Maintain relationships with other support groups external to the Contact Center in addition to vendors and carriers 
• Be a mentor and assist in training for other analysts 
• Stay current on the tools used to support our customers

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• Possess minimum of bachelors’ degree (B.Sc./BCom/BCA) with computer science and electronics background) or non-engineering or any other related field.
• Minimum of 4 – 6 years cognate experience in a related field of work
• Fluency in French will be an added advantage 

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Required Skills

• Answer incoming interactions (calls, webforms, emails, chats and voicemails).
• Excellent verbal and written communication skills:  With a Versant Score of 70 or above.
• Stay up to date with outage, knowledge update alerts that are communicated on a need basis.
• Adhere to contact quality guidelines.
• Excellent decision-making skills to ensure optimum customer satisfaction.
• Excellent troubleshooting skills to diagnose and resolve/address customer issues/requests.
• Display excellent customer service skills and attitude on each and every interaction.
• Constantly strive to meet or exceed the goals/KPIs.
• Demonstrate flexibility in working in different shifts.
• Self-disciplined in order to adhere to the schedule published.
• Tier -2/ Second level support resolving complex queries. Responsible for second level tickets and working with multiple internal teams to resolve application errors and issues.
• Experienced and knowledgeable technicians assess issues and provide solutions for problems that cannot be handled by tier 1.
• If no solution is available, tier 2 support escalates the incident to tier 3.

• Support personnel with deep knowledge of the product or service, High end technical knowledge on Hardware, Software
• PDAs (Blackberry, iOS, Android and Windows) is a plus. Basic understanding of Operating Systems (Windows Vista, 7, 8, 8.1), VPN, Network/Internet, LAN, WAN concepts.
• Microsoft Office applications (Outlook, Excel, Word, PowerPoint). Knowledge of Macintosh OS 
• Basic networking concepts and troubleshooting
• Exposure to active directory concepts
• MAC troubleshooting

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