EFI Customer Support Analyst in India
Customer Support Analyst
Tracking # 4670
# of Openings 0
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.
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
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