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    Enverus India - Application Support Analyst (FLS)

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    Kunal Khandelwal
    This job posting is for an Application Support Analyst with 2-4 years of experience. The role involves building strong customer relationships, resolving conflicts, and adapting to changes. Key responsibilities include ensuring customer inquiries are addressed in a timely manner, focusing on continuous improvement of the customer experience, maintaining documentation, and monitoring service quality. The ideal candidate has excellent communication skills, a passion for customer service, attention to detail, strong computer skills, and experience in a customer-facing role.

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    Enverus India - Application Support Analyst (FLS)

    Uploaded by

    Kunal Khandelwal
    24 views3 pages
    This job posting is for an Application Support Analyst with 2-4 years of experience. The role involves building strong customer relationships, resolving conflicts, and adapting to changes. Key responsibilities include ensuring customer inquiries are addressed in a timely manner, focusing on continuous improvement of the customer experience, maintaining documentation, and monitoring service quality. The ideal candidate has excellent communication skills, a passion for customer service, attention to detail, strong computer skills, and experience in a customer-facing role.

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    Enverus India_Application Support Analyst (FLS)

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    This job posting is for an Application Support Analyst with 2-4 years of experience. The role involves building strong customer relationships, resolving conflicts, and adapting to changes. Key responsibilities include ensuring customer inquiries are addressed in a timely manner, focusing on continuous improvement of the customer experience, maintaining documentation, and monitoring service quality. The ideal candidate has excellent communication skills, a passion for customer service, attention to detail, strong computer skills, and experience in a customer-facing role.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    24 views3 pages

    Enverus India - Application Support Analyst (FLS)

    Uploaded by

    Kunal Khandelwal
    This job posting is for an Application Support Analyst with 2-4 years of experience. The role involves building strong customer relationships, resolving conflicts, and adapting to changes. Key responsibilities include ensuring customer inquiries are addressed in a timely manner, focusing on continuous improvement of the customer experience, maintaining documentation, and monitoring service quality. The ideal candidate has excellent communication skills, a passion for customer service, attention to detail, strong computer skills, and experience in a customer-facing role.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 3

    Application Support Analyst (FLS)

    Experience: 2 – 4 years

    A successful Application Support Analyst will:

    • Build strong customer relationships, especially with key customer stakeholders.


    • Conflict resolution - defuse conflicts among stakeholders.
    • Maintaining effectiveness when experiencing major changes in work tasks or the work
    environment; adjusting effectively to work within new work structures, processes,
    requirements, or cultures.
    • Clearly conveying information and ideas through a variety of media to individuals or groups in
    a manner that engages the audience and helps them understand and retain the message.
    • Actively participating as a member of a team to move the team toward the completion of
    goals.
    • Making customers and their needs a primary focus of one's actions; developing and sustaining
    productive customer relationships.
    • Identifying and understanding issues, problems, and opportunities; comparing data from
    different sources to draw conclusions; using effective approaches for choosing a course of
    action or developing appropriate solutions; taking action that is consistent with the available
    facts, constraints and probable consequences.
    • Consistently maintaining high levels of activity or productivity; operating with effectiveness,
    and determination over extended periods of time.
    • Generating innovative solutions in work situations; trying different and novel ways to deal
    with work problems and opportunities.
    • Establishing courses of action for self and others to ensure that work is completed efficiently.
    • Accomplishing tasks by considering all areas involved, no matter how small; showing concern
    for all aspects of the job; accurately checking processes and tasks; being watchful over a
    period of time.
    • Maintaining stable performance under pressure or opposition (such as time pressure or job
    ambiguity); handling stress in a manner that is acceptable to others and to the organization.
    • Setting high standards of performance for self and others; assuming responsibility and
    accountability for successfully completing assignments or tasks; self-imposing standards of
    excellence rather than having standards imposed.

    Key Responsibilities include:

    • Ensure all Customer enquiries are progressed or completed in an appropriate manner, within
    the agreed Service Level Agreement (SLA). Monitor enquiries received via all channels and
    provide appropriate responses via phone, email, chat to customers.
    • To focus on continuous improvement in order to improve and provide a WOW customer
    experience including consistently high levels of attention to detail.
    • Maintain and update processes, policies and procedure documentation for internal
    stakeholders and customers.
    • Maintain and monitor service quality tracking/reporting tools designed to identify gaps,
    trends, or over achievement in service standards and take prompt, proactive action to resolve
    issues wherever possible. Provide feedback to our Product team for future improvements.
    • Take effective ownership of customer issues; having the confidence to handle
    challenging/complex cases and find a resolution during a call and following the appropriate
    escalation steps if necessary. Liaise with internal partners to deliver against SLAs within the
    required timeframes. Monitor customer service provision between delivery partners and be
    a primary point of contact for key clients on customer service issues.
    • Take responsibility for monitoring servers to proactively find potential issues before they
    happen.
    • Keep track of all the Salesforce cases/Jira tickets owned by the individual and make sure to
    follow up with the client regularly with proper details following the SLA.
    • Proactive approach to any issues assigned.
    • Writing queries for MSSQL, ORACLE, MYSQL using various Joins as per the client’s requirement
    to access the data/details per their requirement.
    • Carrying out weekend tasks which are being assigned by the client such as - License upgrade,
    Jars deployment etc.
    • Follow proper escalation procedure without any delay.
    • Maintain a good relationship and work closely with SLS/Data teams to mitigate the issues.

    Knowledge and Experience:

    • Have excellent English communication skills – oral and written. Candidate must be able to
    communicate in a clear, compassionate, and professional way.
    • Have a demonstrable passion for excellent customer service including rapport building,
    creating the WOW experience and taking ownership of every customer interaction.
    • High levels of attention to detail, with the ability to log data accurately, every time.
    • Be a team player with the ability to work effectively across multi-discipline teams in a global
    setting.
    • Have strong computer skills with a working knowledge of MS Office suite, particularly MS
    Excel. Fast typing skills are required.
    • Have an understanding of global CRM systems or functional knowledge of global databases.
    • Have commercial and common sense with a practical approach to problem solving
    (sometimes complex).
    • Have excellent organisational, multitasking, and time management skills. Proven experience
    of successfully delivering work tasks requiring a high level of attention to detail.
    • Experience in a customer facing/customer support role.
    • Logical and methodical troubleshooting.
    • Comfortable following established processes and procedures
    • Ability to multi-task and prioritise under pressure, while maintaining high quality output and
    deadlines.
    • Strong presentation skills, Excellent time management skills.
    • Basic understanding of networking, infrastructure, and associated protocols.
    • Ready to work in shifts (morning, midday, night).
    This position description is indicative of the range of job requirements. The job comprises other duties
    as required.

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