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EFI Customer Support Analyst in India

Customer Support Analyst

Location India

Tracking # 4670

# of Openings 0

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EFI is looking for a Customer Support Analyst to join our EPS Business Unit in our Bangalore office.

The Tier One Customer Support Team is the face of EPS Support; the first responders for application support for our valued customers across the world. As a Tier One (T1) Support Agent your key responsibility is delivering an exceptional, proactive customer experience, with a personal approach; maintaining and enhancing the relationship between the Customer Support Team and EFI’s clients; enabling high efficiency of cases handled by Tier 2 (T2) and Tier 3 (T2) by providing support for tasks delegated by those agents and under their direction, and managing the flow of support issues throughout the support team.

Primary responsibilities

  • Answer emails, opening cases in SalesForce, identifying customers, populating case details, and confirming accuracy of data

  • Review support cases logged via the customer portal, populating any missing detail, and confirming accuracy of data

  • Review case priority; maintain strict adherence to priority-based SLA requirements

  • Make case routing decision for cases regarding ownership

  • Provide support to customers via email and telephone following documented trouble-shooting instructions or with instruction from T2 or T3 agents

  • Escalate to T2 or T3 agents as required

  • Close cases, capturing all relevant resolution details accurately

  • Follow up with clients that have not provided responses to outstanding questions from the support teams

  • Provide notification to clients when new related software has been released, including direct notification to clients that have resolved issues within the release, in conjunction with EFI’s marketing team

  • Maintain active client contact records within our support systems

  • Provide regular updates to clients in order to maintain an ongoing relationship, providing statistical and progress information, and generating and sending Outreach Reports.

  • Other support tasks as determined by Tier 2 or Tier 3 agents or Tier 1 Manager.

Education and experience requirements

  • Post-secondary degree, or diploma with relevant experience in one of the following disciplines:

  • IT sys admin or helpdesk

  • ERP/MIS administration

  • Prepress workflow

  • Pressroom experience

  • CSR, order management, procurement, business process mgmt

  • Customer service experience - 4yrs

Relevant skills & knowledge

  • Confidence in talking direct to client contacts at all levels

  • Excellent organizational and interpersonal skills

  • Willingness to learn

  • A self starter - ability to work with minimal guidance in a fast paced environment

  • General computing skills, including email and internet based navigation

  • Must be fluent (verbal and written) in at least one of the following languages: English, with additional languages considered highly preferable in Spanish and German

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