Customer Support Engineer/Lead Operations - CS

Customer Service $job.jobTypeName Bangalore, India ReqID:4776


Description

Qualification/Skillsets:

  • BE/BCS/MCA or BSc (Computer Science)
  • 2- 4 years (CSE) & 5+ years of Lead- Ops CS experience providing enterprise level support
  • Should have worked in a 24/7 environment and open to working in shifts
  • Excellent communication skills (both written and verbal)
  • Demonstrated strong customer service/support skills
  • Strong analytical and troubleshooting skill
  • Banking domain knowledge would be an added advantage

 
Key Responsibilities/Accountabilities:

  • Service request queue management and timely resolution of technical cases escalated to the team
  • Provides professional and helpful support for Yodlee products line(s), well prognosis, and/or completion product performance
  • Investigates unusual or unsatisfactory product performance to determine root cause and preventative action
  • Completes advanced product line training (Field Service Personnel not included)
  • Handles special projects as assigned. 
  • Contributing to knowledge base system 
  • Work closely with other teams to bring in faster resolution
  • Adherence to Process, Policy & Procedures Meeting and exceeding client SLA
  • Engage on client calls as and when required until resolution