At arenaflex, we're on a mission to deliver exceptional customer experiences that exceed our clients' expectations. As a Customer Support Analyst, you'll play a vital role in providing top-notch service support for various software applications, ensuring high customer satisfaction, expertise, accuracy, and timely resolutions. If you're passionate about delivering world-class customer service and have a knack for technical knowledge, we want to hear from you! **About arenaflex** arenaflex is a leading global professional services organization, providing audit, consulting, financial advisory, risk advisory, tax, and related services to public and private clients. With a rich history spanning over a century, we've built a reputation for excellence, innovation, and integrity. Our commitment to our people, clients, and communities drives everything we do, and we're dedicated to making a positive impact on the world. **What You'll Do** As a Customer Support Analyst, you'll be responsible for: * Providing exceptional customer service support for various software applications, ensuring high customer satisfaction, expertise, accuracy, and timely resolutions. * Handling customer inquiries, resolving issues, and escalating complex problems to senior support teams. * Managing multiple support mailboxes and responding to emails in a timely and professional manner. * Troubleshooting and resolving technology-related issues on various platforms, including MS Office, custom-built applications, and Microsoft stack (ASP.NET, C#, Active Directory, and DPASS). * Provisioning user accounts for external clients and communicating with end-users, including external (non-arenaflex) client users, Partners, Directors, and Senior Managers from client organizations. * Collaborating with cross-functional teams to resolve complex issues and improve overall customer experience. * Participating in on-call rotations and providing 24/7 support to ensure seamless service delivery. **Key Responsibilities:** * Customer handling skills – Call etiquettes * End-to-end ticket management * Basis ITIL concepts of Incident, problem, and change management * Experience in managing voice and non-voice support (Calls, chats, and email) * Adhering to SLAs like response time of an email and chat, ASA for calls, and other key performance indicators (KPIs) * Performing as per set standards on metrics like C-SAT, AHT, FCR, schedule adherence, escalation threshold, quality scores, and other relevant KPIs * Client value add, prioritization of issues, VIP support, and calculating business impact * Process incoming service requests, incidents, and change requests and formulate appropriate responses * Triage and troubleshoot issue(s) reported on all applications * Report and record any new defects on all applications * Communicate with end-users, including external (non-arenaflex) client users, Partners, Directors, and Senior Managers from client organizations * Troubleshoot and resolve technology-related issues on various platforms * Provision user accounts for external clients **Qualifications** The ideal candidate should possess: * A graduate degree in any field * 0-1 year of experience in customer support or a related field * Excellent customer service skills (Phone, Chat, Emails) * Excellent spoken English language proficiency * Proficient with MS-Office * ServiceNow experience preferred * Exposure to application support, ITIL framework, and other relevant technologies * Excellent written and verbal skills * Customer service experience **Technical Requirements:** * Any graduate degree * 0-1 year of experience * Excellent customer service skills * Excellent spoken English language proficiency * Proficient with MS-Office * ServiceNow experience preferred * Exposure to application support, ITIL framework, and other relevant technologies * Excellent written and verbal skills * Customer service experience **Comfortable to Work in 24*7 Environment:** * Rotating shift changes up to every month: + 5:30 AM – 2:30 PM IST + 2:00 PM – 11:00 PM IST + 9:00 PM – 06:00 AM IST **How You'll Grow** At arenaflex, we're committed to helping our professionals grow and develop in their careers. We offer a range of learning and networking opportunities, including: * Live classrooms * Team-based learning * E-learning * Exposure to leaders, sponsors, coaches, and challenging assignments * Participation in on-call rotations and 24/7 support to ensure seamless service delivery **DU: The Leadership Center in India** arenaflex has invested in creating a rich environment for our professionals to grow and develop. Our state-of-the-art, world-class learning center in Hyderabad, India, represents a tangible symbol of our commitment to our people's growth and development. Explore DU: The Leadership Center in India to learn more about our learning and development opportunities. **Join arenaflex Today!** If you're passionate about delivering exceptional customer service and have a knack for technical knowledge, we want to hear from you! Apply now to become a part of our team and start your journey with arenaflex! Apply for this job