Online Technical Support - Sr Analyst
SAGE Publications · Dehradun · onsite · Posted 56d ago
Undisclosed2–4 yrsfulltimeSourced from
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About this role
Online Technical Support - Senior Analyst
If you re passionate about making a difference, value flexibility and autonomy, and are looking for a supportive and inclusive environment, consider making Sage your next career move.
Team is responsible for resolving customer queries related to online access and and platform related issues within agreed team SLAs while maintaining superlative customer satisfaction level. This role requires the candidate to utilize good communication skills and analytical skills to achieve the group objectives.
Key Accountabilities
Describe in detail the responsibilities of the job
Assist internal and external customers around the world with technical issues by appropriate communication channels in a calm, courteous and knowledgeable manner
Troubleshoot access problems by developing an understanding of Sage systems and processes, and understanding how they interact with systems used by our customers
Collaborate effectively in a global team, providing regular updates to senior team members
Follow standard operating procedures to gather information from customers that can be used to resolve tickets
Under the guidance of the manager, adhere to set Service Level Agreements (SLA s), ensuring work is completed within the defined timelines
Collaborate with other teams within the Customer Services and Fulfilment division to efficiently resolve customer tickets
Engage in continuous improvement exercises, contributing to process documentation for ongoing optimisation of customer service practices.
Support knowledge base articles development and the CX initiatives of the company
Actively identify and recommend process improvements to operations processes for potential local and global implementation and representation in CII group.
Supporting other team members to develop specialized skills set on various aspects of the processes.
Self-driven upskilling in relevant process and business areas. Relationship development with key process stakeholders within the organisation.
Skills, Qualifications Experience
Functional Knowledge skills
Excellent analytical reasoning skills and keen attention to detail
Reasoning/problem solving ability
Excellent customer service and administration skills
Effective written and verbal communication skills
Ability to work under pressure and within deadlines and using own initiative
Demonstrable experience of a technical mindset, showing the capability and willingness to learn and support platforms, understanding how websites interoperate with Backoffice systems.
Excellent organisation and time management
Qualifications Experience
High level of computer proficiency on MS Office package
Graduate to Postgraduate
2 - 4 years of relevant experience
Previous experience in back-end technical support/ quality analyst role is desirable but not essential
Diversity, Equity, and Inclusion
At Sage we are committed to building a diverse and inclusive team that is representative of all sections of society and to sustaining a culture that celebrates difference, encourages authenticity, and creates a deep sense of belonging. We welcome applications from all members of society irrespective of age, disability, sex or gender identity, sexual orientation, color, race, nationality, ethnic or national origin, religion or belief as creating value through diversity is what makes us strong. As a business and as an organization with an increasingly agile workforce, were open to flexible working arrangements where appropriate.
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About Sage
Sage is a global academic publisher of books, journals, and library resources with a growing range of technologies to enable discovery, access, and engagement. Our mission is building bridges to knowledge supporting the development of ideas through the research process to scholarship that is certified, taught, and applied.
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Sage is committed to the full inclusion of all qualified applicants. Accommodations will be made for any part of the interview process.
Customer Service Fulfilment Dehradun, India
Online Technical Support - Senior Analyst If you re passionate about making a difference, value flexibility and autonomy, and are looking for a supportive and inclusive environment, consider making Sage your next career move.
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Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Sourced from naukri
Skills
Customer Servicecustomer satisfactionAgileanalytical thinkingprocess documentationEditorCustomer QueriesAnalytical ReasoningRelationship DevelopmentResearchCommunication SkillsoperationsAdministrationEquityQuality Analyst
About SAGE Publications
SAGE Publications
Media & Entertainment
201
employees
1965
61 years old
Thousand Oaks
United States
₹6.6L PA avg
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SAGE is a global academic publisher of books, journals, and a growing suite of library products and services.
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