Analyst/Associate - Customer Success Operations (2-3 yrs)
Ticket Management:
- Manage and respond to queries received through the helpdesk mailbox using ticket management tools.
- Prioritize, categorize, and resolve support tickets efficiently and effectively, ensuring adherence to Process and SLAs.
Customer Query Resolution:
- Address customer admin and employee queries related to equity management processes with clarity and accuracy.
- Draft professional and customer-friendly responses to minimize ticket reopening after resolutions.
Communication:
- Liaise with internal teams to resolve complex queries and provide timely updates to customers and their employees.
- Communicate clearly and confidently in English, ensuring customer satisfaction at every touchpoint.
Documentation & Reporting:
- Maintain detailed records of all support interactions, resolutions, and follow-ups in the ticketing system.
- Generate and share periodic helpdesk performance reports with the leadership team.
Process Improvement:
- Analyze recurring issues and work with internal stakeholders to improve workflows and reduce ticket volumes.
- Suggest enhancements to FAQs, knowledge bases, and automated responses for efficiency.
Helpdesk Ownership:
- Ensure the overall performance of the helpdesk in terms of ticket resolution time, quality of responses, and customer satisfaction.
- Act as a key contributor to maintaining a customer-centric helpdesk environment.
