Total 108 Customer Service job vacancies in Hyderabad, Telangana

What you get to do in this role:   

In this role, the support engineer will resolve technical cases created by customers looking for help to understand or troubleshoot unexpected behaviors or to answer technical questions about the ServiceNow software and platform.

A successful candidate will be committed to providing amazing customer support experiences, using skills that include building trust, showing empathy and excellent communication to answer customer questions and resolve issues through various technologies including web, chat, email, case updates, as well as direct telephone support.

Understanding the ServiceNow platform and all core functionalities will be essential while employing various diagnostic tools to isolate the potential cause of the issue. The engineer is expected to diligently manage and resolve challenging issues assigned to them but may need to coordinate assistance from additional teams for more complex cases. As such, creative problem solving, a collaborative nature and flexibility will be key to your success.

Lastly, support engineers also play a key role in providing input across business units regarding process and product improvements due to their unique perspective when working on technical issues for customers.

Shift timings - 5.30 pm to 2.30 am

Work mode - Work from office (Hyderabad location)

Key Responsibilities:

• Strategic Collaboration: Proactively partner with Customers, internal stakeholders to drive the renewal process for customer software maintenance agreements and subscriptions, ensuring alignment with business goals.

• Work Allocation – Should be a POC to contribute work allocation, analyse reports, trends, customer call outs, building success stories, ensuring monthly renewal discussions with customer.

• Audits – Review cases, audits, churn analysis, monthly score card for the CSA will be the major KPIs

• Renewal Offers/Quotes Creation: Develop tailored renewal offers and quotes utilizing contract information, customer usage insights, and company direction.

• Timely Delivery: Ensure the timely delivery of renewal offers and quotes to the appropriate customer contacts, facilitating an efficient renewal process.

• Accurate Forecasting and Reporting: Maintain an accurate forecast of renewals; lead renewal forecasting meetings and collaborative activities for designated account portfolios. • Contract Negotiation: Negotiate contract terms and pricing effectively, with guidance from relevant internal departments and management, to achieve favourable outcomes for both the company and the customer.

• Order Processing: Process renewal orders promptly to enhance customer satisfaction and operational efficiency.

• CRM Management: Maintain and update account information in the CRM system, ensuring accuracy and completeness of all relevant data.

• Customer Health Monitoring: Update customer health metrics based on negotiations and discussions, proactively managing customer relationships.

• Opportunity Referral: Identify and refer potential expansion opportunities to the Sales team, contributing to growth initiatives.

• Feedback Integration: Collect and share customer feedback with relevant internal teams, including Customer Success, Support, and Management, to drive improvements.

• Product Knowledge Development: Gain an in-depth understanding of insightsoftware solutions to effectively communicate value and benefits to customers.

• Concentrates in driving business growth and the development of talent.  Spends time in reviewing and assessing overall team performance.
• Balances stakeholders by establishing good working relationship with the cluster counterparts and other support groups (e.g. HR, GPT, IT, BAT, etc.)
• Concentrates in engaging and developing teams and individuals.  Expected to perform review of core processes, complex ad hoc work, and all other client requirements, as needed.  Provides consistent feedback on accuracy and timeliness of outputs made by their AM teams.
• Responsible for reviewing and completion of NAV and Financials of the private equity funds that include recording journal entries, monthly/quarterly/annual financials, processing payments, investor notices and various client reporting.
• Responsible for the review and completion of capital call and distribution workings along with notices and release to respective investors.
• To facilitate conversion of Private Equity Funds from other accounting applications to Investran/Paxus.
• To facilitate onboarding new Private Equity Funds in the accounting platform (Investran/Paxus).
• Monitors overall teams' results and performance based on the KPIs (ex. Quality and Timeliness, Error Report, Increased Productivity and Lowers Overtime, among others). 
• Initiates and facilitates meetings to address overall teams' performance and develop/coach non-performing individuals.
• To facilitate various accounting and administration processes of complex clients and conduct all work in accordance with IQ-EQ India Global Client Delivery's policies and procedures, as needed.  (when AM is unable to, depending on capacity).
• As a supervisor, the Manager leads, organizes, coordinates, develops, monitors the performance, delegates tasks and responsibilities to their direct reports and their team members (skip level), as needed.
• Ensures balanced work allocation across their teams and reallocates resources accordingly.

Core Responsibilities

• Responsible for review of Financial Statements with Disclosures and other ad-hoc service requests for complex funds and/or corporate clients. 
• Responsible for the preparation of complex reporting requirements, when necessary.
• Monitors the timely and accurate deliverables of their teams, and intervene, as necessary.
• Acquire knowledge to become specialists of their designated clients' requirements and deliverables.
• Monitors their teams' compliance as they follow procedures and checklists following SSAE and other similar statutory requirements of the clients their teams handle.
• Provides guidance and coaching to the team in both technical and more on the non-technical aspects of their role. 
• Seeks knowledge and expertise for their own professional development.
• Initiates the development of the technical competencies of their teams by providing feedback on their deliverables and endorsing them to the appropriate learning & development activities
• Monitors the development and assigned trainings of their teams.
• Monitors and provides support to cluster counterparts escalations and involves the relevant stakeholders.
• Monitors the agreed timelines of deliverables with the cluster counterparts and provides support for escalations to ensure that their teams carry out the work, as agreed.
• To be able to effectively communicate and relate with various stakeholders of the team.  Maintains and enhances relationships through crucial conversations.
• Monitors that all client cluster requirements are thoroughly being reviewed and follows standards.
• To act as an alternate for the Head of Delivery based on business needs which may include cluster client responsibilities, administrative tasks, and team management.

Tasks & Duties

Cluster Client Delivery

• Acquires functional knowledge and understanding of the clients’ agreements, Scope of Work (SOW), SLA’s and other necessary information needed to review and/or prepare deliverables.
• Monitors if the team has the needed information, data and supporting documents are received for the review/preparation of the needed requirements.  Addresses and escalates issues, as needed.
• Monitors the consistency and quality of the deliverables within the agreed timeframes of the teams. 
• Provides support (for timelines) and address issues (for quality), as needed.
• Provide support for the rest of the team and other teams by allotting additional capacity, as needed.  At the same time, initiates the request for support needed from other teams.
• Monitors and communicates the review comments of the team and then follows up to address pending comments for preparers, as needed.
• To act as first line of escalations for the preparers of any requests not properly actioned by the CS Support team. (e.g. BAT, GPT)
• Monitors and oversees the interpretation of the requirements of the client and in some instances, does the research and validates in the absence of an Assistant Manager.
• Reviews and acts as the team approver of submitted reports and compliance cases with root cause information, corrective action, and preventive measures in a timely manner.  Responsible in discussing the details and actions done with the HODs and CDDs.
• Oversees the quarterly debrief meeting with the cluster to review the team's performance.  Then addresses concerns and drives resolutions based on its criticality and complexity. 
• Decides the proper treatment for transactions when differences in points of view arise, and escalate recommendations to appropriate authorities, as needed.
• Decides on escalated recommendations and if necessary, escalate to SMEs or technical team.
• Monitors and works with the Assistant Manager to enforce process standards across the teams.
• Acts as first level of escalation of issues/concerns from the funds assigned to their clusters.
• Supports Project Managers by functioning as SMEs, coordinating with stakeholders, and allocating resources.

Workflow Management

• Ensures timesheets are completed daily and accurately filed for all hours worked.
• Reviews and approves timesheets of their team and ensures they are completed daily and accurately filed for all hours worked in a timely manner (of their AM's and SA's).
• Reviews and pre-approves filed overtime of their team (AM's and SA's).
• Setups, monitors and updates all deliverables via the workflow planner in a timely manner, as needed.
• Monitors and ensures the completeness and accuracy of all deliverables via the workflow planner in a timely manner. 
• Analyses and proactively manages team capacity deliverables by allocating needed resources/support.

Systems

• Understands and uses best practice on accounting platform/s.
• Understands and becomes knowledgeable on how to generate reports using reporting platform/s.

Risks

• Monitors relevant procedures, checklists and SSAE requirements are adhered to and completed to mitigate errors.
• Monitors reported breaches, complaints or errors to appropriate authorities are acted upon in a timely manner.
• Acquires knowledge of risk factors and potential breach.
• Reviews and acts as the team approver of submitted reports and compliance cases with root cause information, corrective action, and preventive measures in a timely manner.  Responsible in discussing the details and actions done with the HODs and CDDs.

Other

• May undertake any additional tasks and/or responsibilities as part of their professional development which may or may not be related to their specific function.
• Escalate any other work-related issues/concerns to the appropriate authorities and acted on in a timely manner.
• Participate in interviews, as needed.

Key behaviours we expect to see

In addition to demonstrating our Group Values (Authentic, Bold, and Collaborative), the role holder will be expected to demonstrate the following:

• Resourcefulness - Securing and deploying resources effectively and efficiently.
• Balances Stakeholders - Anticipating and balancing the needs of multiple stakeholders.
• Courage - Stepping up to address difficult issues, saying what needs to be said.
• Develops Talent - Developing people to meet both their career goals and the organisation's goals.
• Builds Networks - Effectively building formal and informal relationship networks inside and outside the organisation.
• Drives Results - Consistently achieving results, even under tough circumstances.
• Optimises Work Processes - Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.
• Persuades - Using compelling arguments to gain the support and commitment of others.
• Builds Effective Teams - Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals.
• Business Insight - Applying knowledge of business and the marketplace to advance the organisation's goals.
• Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.
• Decision Quality - Making good and timely decisions that keep the organisation moving forward.
• Directs Work - Providing direction, delegating, and removing obstacles to get work done.

• Supporting customers through an email ticketing system and phone calls
• Resolving customers' complaints and queries
• Providing detailed information to customers about the products and services
• Maintaining records of each phone Call/Email in the respective tools like Salesforce/Freshcaller for future reference
• Offering exceptional customer service and satisfaction
• Following up with customers for any further information
• Taking feedback from the customers
• Responsible for helping to maintain the FAQ list, used internally and externally
• Maintaining a healthy relationship with the clients
• Adhering to the company’s rules and regulations

Job Description

Shift timings - 5.30 pm to 2.30 am

Work mode - Work from office (Hyderabad location)

Responsibilities

• Proactively work with our Renewals Managers to renew customer’s software maintenance agreements and subscriptions.
• Create renewal offers/quotes based on contract information, customer usage, and company direction.
• Deliver renewal offers/quotes on time to appropriate customer contacts.
• Report and maintain an accurate forecast; manage renewal forecasting meetings and collaboration activities for designated account portfolio.
• Negotiate contract terms and pricing with guidance from relevant internal departments and management.
• Process renewal orders.
• Maintain and update account information in CRM.
• Update customer health information when applicable based on negotiation and discussions with the customer.
• Refer potential opportunities for expansion to our Sales team.
• Share customer feedback with appropriate internal departments including but not limited to Customer Success, Support, and Management
• Gain a basic knowledge of insightsoftware solutions to better communicate value with customers.

Competencies

• To perform the job successfully, an individual should demonstrate the following competencies:
• Drive & Discipline – ability to focus and work hard to achieve the right results.
• Customer Focus - Enthusiastic about making clients successful.
• Integrity – high ethical standards and doing the right thing even when others aren’t looking.
• Mental agility – a keen intellect and comfort with complexity; enjoy tackling new challenges and solving problems.
• Detail-orientation – be thorough and consistently deliver high-quality work.
• Proactively work with our Renewals Managers to renew customer’s software maintenance agreements and subscriptions
• Create renewal offers/quotes based on contract information, customer usage, and company direction
• Deliver renewal offers/quotes on time to appropriate customer contacts
• Report and maintain an accurate forecast; manage renewal forecasting meetings and collaboration activities for designated account portfolio
• Negotiate contract terms and pricing with guidance from relevant internal departments and management
• Process renewal orders
• Maintain and update account information in CRM.
• Update customer health information when applicable based on negotiation and discussions with the customer.
• Refer potential opportunities for expansion to our Sales team.
• Share customer feedback with appropriate internal departments including but not limited to Customer Success, Support, and Management
• Gain a basic knowledge of insightsoftware solutions to better communicate value with customers.

• You'll be primarily responsible for accurately processing and categorizing our customers' correspondence.
• Your keen eye for detail will help you identify and verify essential documents.
• As a team member, you'll adhere to our established procedures, guidelines, and regulations, ensuring compliance with all relevant laws and policies.

Your training and the initial period of employment will be remote. While you will initially work from home, please anticipate that this role may transition back to our Hyderabad GIC office

About the team: This role is part of our Legal and Contract Management BU. Our main product (Legal Service Delivery) is growing rapidly leveraging technology and AI to deliver innovative solutions that drive productivity and streamline legal workflows. We believe the future of legal operations lies in a seamless blend of human expertise and AI-driven assistance, and we are looking for talented individuals who share this vision.

What you get to do in the role:

As a Senior Product Manager, you will play a pivotal role in delivering key product capabilities for legal workflows, driving the development of a legal AI assistant powered by GenAI and expanding into newer customer segments. In this role, you will:

• Lead product strategy that sets us up for success as we look to grow to $10B+ in revenue.
• Define and articulate the product roadmap for Legal Service Delivery ensuring alignment with business goals and customer needs.
• Lead the GenAI program for the Legal and Contract Management BU, ensuring alignment with all stakeholders and the successful launch new capabilities.
• Communicate product priorities and build consensus across multiple stakeholders.
• Assume leadership responsibilities as an accountable owner who is committed to the outcome regardless of the role or organizational boundaries
• Work with multiple teams to guide projects through development and bring high-quality products to life
• Integrate usability studies, research and market analysis into product requirements to enhance user satisfaction
• Communicate complex problems into easily understood requirements and provide solutions
• Develop and deliver multi-mode communications that convey a clear understanding of the needs of different audiences

Shift Timings: Rotational Shift

Job Description:

As a Senior Technical Support Engineer at insightsoftware, you are the first line of techno-functional support for our growing customer base and users of our fintech software. You will be responsible for providing advanced technical support of support for our customers, working to troubleshoot, document, and resolve technical issues and partnering cross-functionally with our client services and development teams to ensure quality service. If you are driven, results-oriented, love solving problems, customer-focused, and are passionate about technology, then you are a fit for the Senior Technical Support Engineer position at our company.

What will you do?

• Manage large amounts of incoming calls and emails regarding software support
• Interact with customers, partners, and software developers to provide advice and assistance and achieve customer satisfaction
• Identify, analyze, and document product bugs and fixes relating to financial reporting, databases, application servers, and new technologies for product management and engineering teams
• Complete or assist with customer product installs as needed
• Meet individual and team metrics
• Prioritize and resolve issues of the highest technical and business severity
• Handle customer complaints and provide appropriate solutions and alternatives within time limits.
• Follow up to ensure resolution, including identifying and communicating workarounds to customers
• Keep accurate records of customer interactions by documenting them in Salesforce.com
• Maintain a working knowledge of company products and technologies

How will you do it?

• Problem Solving – Possess strong critical thinking and problem-solving capabilities
• Teamwork – Communicate effectively and operate in a collaborative team environment
• Customer Orientation – Dedicated to providing a high level of customer service
• Empathy – Understand the impact of customer issues
• Attention to Detail – Work carefully and quickly to resolve issues with little room for error
• Disciplined Execution – Demonstrates extreme ownership by consistently delivering high-quality results and outcomes

What you get to do in this role:   

In this role, the support engineer will resolve technical cases created by customers looking for help to understand or troubleshoot unexpected behaviors or to answer technical questions about the ServiceNow software and platform.

A successful candidate will be committed to providing amazing customer support experiences, using skills that include building trust, showing empathy and excellent communication to answer customer questions and resolve issues through various technologies including web, chat, email, case updates, as well as direct telephone support.

Understanding the ServiceNow platform and all core functionalities will be essential while employing various diagnostic tools to isolate the potential cause of the issue. The engineer is expected to diligently manage and resolve challenging issues assigned to them but may need to coordinate assistance from additional teams for more complex cases. As such, creative problem solving, a collaborative nature and flexibility will be key to your success.

Lastly, support engineers also play a key role in providing input across business units regarding process and product improvements due to their unique perspective when working on technical issues for customers.

Job Description

Shift timings - 5.30 pm to 2.30 am

Work mode - Work from office (Hyderabad location)

Responsibilities

• Proactively work with our Renewals Managers to renew customer’s software maintenance agreements and subscriptions.
• Create renewal offers/quotes based on contract information, customer usage, and company direction.
• Deliver renewal offers/quotes on time to appropriate customer contacts.
• Report and maintain an accurate forecast; manage renewal forecasting meetings and collaboration activities for designated account portfolio.
• Negotiate contract terms and pricing with guidance from relevant internal departments and management.
• Process renewal orders.
• Maintain and update account information in CRM.
• Update customer health information when applicable based on negotiation and discussions with the customer.
• Refer potential opportunities for expansion to our Sales team.
• Share customer feedback with appropriate internal departments including but not limited to Customer Success, Support, and Management
• Gain a basic knowledge of insightsoftware solutions to better communicate value with customers.

Competencies

• To perform the job successfully, an individual should demonstrate the following competencies:
• Drive & Discipline – ability to focus and work hard to achieve the right results.
• Customer Focus - Enthusiastic about making clients successful.
• Integrity – high ethical standards and doing the right thing even when others aren’t looking.
• Mental agility – a keen intellect and comfort with complexity; enjoy tackling new challenges and solving problems.
• Detail-orientation – be thorough and consistently deliver high-quality work.

• Proactively work with our Renewals Managers to renew customer’s software maintenance agreements and subscriptions
• Create renewal offers/quotes based on contract information, customer usage, and company direction
• Deliver renewal offers/quotes on time to appropriate customer contacts
• Report and maintain an accurate forecast; manage renewal forecasting meetings and collaboration activities for designated account portfolio
• Negotiate contract terms and pricing with guidance from relevant internal departments and management
• Process renewal orders
• Maintain and update account information in CRM.
• Update customer health information when applicable based on negotiation and discussions with the customer.
• Refer potential opportunities for expansion to our Sales team.
• Share customer feedback with appropriate internal departments including but not limited to Customer Success, Support, and Management
• Gain a basic knowledge of insightsoftware solutions to better communicate value with customers.

Role & responsibilities

• Build and maintain long-term relationships with our key customers.
• Maintain transparent communication with various departments.
• Compile reports for the top management.
• Conduct market research and tailor solutions to customer needs.
• Act as the main point of contact between external vendors and key customers.
• Address and resolve key customer issues effectively.
• Renewal, Retention,Cross selling,Upselling.

Preferred candidate profile

• S Minimum of 3 years experience in key accounts management /Customer uccess/Client servicing roles.
• Result-driven, action-focused, and a can-do attitude
• Ability to work in teams and independently with minimum guidance.
• Proficient in all MS Office Applications and CRM software.

Job Summary

• Concentrates in driving business growth and the development of talent.  Spends time in reviewing and assessing overall team performance.
• Balances stakeholders by establishing good working relationship with the cluster counterparts and other support groups (e.g. HR, GPT, IT, BAT, etc.)
• Concentrates in engaging and developing teams and individuals.  Expected to perform review of core processes, complex ad hoc work, and all other client requirements, as needed.  Provides consistent feedback on accuracy and timeliness of outputs made by their AM teams.
• Responsible for reviewing and completion of NAV and Financials of the private equity funds that include recording journal entries, monthly/quarterly/annual financials, processing payments, investor notices and various client reporting.
• Responsible for the review and completion of capital call and distribution workings along with notices and release to respective investors.
• To facilitate conversion of Private Equity Funds from other accounting applications to Investran/Paxus.
• To facilitate onboarding new Private Equity Funds in the accounting platform (Investran/Paxus).
• Monitors overall teams' results and performance based on the KPIs (ex. Quality and Timeliness, Error Report, Increased Productivity and Lowers Overtime, among others). 
• Initiates and facilitates meetings to address overall teams' performance and develop/coach non-performing individuals.
• To facilitate various accounting and administration processes of complex clients and conduct all work in accordance with IQ-EQ India Global Client Delivery's policies and procedures, as needed.  (when AM is unable to, depending on capacity).
• As a supervisor, the Manager leads, organizes, coordinates, develops, monitors the performance, delegates tasks and responsibilities to their direct reports and their team members (skip level), as needed.
• Ensures balanced work allocation across their teams and reallocates resources accordingly.

Core Responsibilities

• Responsible for review of Financial Statements with Disclosures and other ad-hoc service requests for complex funds and/or corporate clients. 
• Responsible for the preparation of complex reporting requirements, when necessary.
• Monitors the timely and accurate deliverables of their teams, and intervene, as necessary.
• Acquire knowledge to become specialists of their designated clients' requirements and deliverables.
• Monitors their teams' compliance as they follow procedures and checklists following SSAE and other similar statutory requirements of the clients their teams handle.
• Provides guidance and coaching to the team in both technical and more on the non-technical aspects of their role. 
• Seeks knowledge and expertise for their own professional development.
• Initiates the development of the technical competencies of their teams by providing feedback on their deliverables and endorsing them to the appropriate learning & development activities
• Monitors the development and assigned trainings of their teams.
• Monitors and provides support to cluster counterparts escalations and involves the relevant stakeholders.
• Monitors the agreed timelines of deliverables with the cluster counterparts and provides support for escalations to ensure that their teams carry out the work, as agreed.
• To be able to effectively communicate and relate with various stakeholders of the team.  Maintains and enhances relationships through crucial conversations.
• Monitors that all client cluster requirements are thoroughly being reviewed and follows standards.
• To act as an alternate for the Head of Delivery based on business needs which may include cluster client responsibilities, administrative tasks, and team management.

Tasks & Duties

Cluster Client Delivery

• Acquires functional knowledge and understanding of the clients’ agreements, Scope of Work (SOW), SLA’s and other necessary information needed to review and/or prepare deliverables.
• Monitors if the team has the needed information, data and supporting documents are received for the review/preparation of the needed requirements.  Addresses and escalates issues, as needed.
• Monitors the consistency and quality of the deliverables within the agreed timeframes of the teams. 
• Provides support (for timelines) and address issues (for quality), as needed.
• Provide support for the rest of the team and other teams by allotting additional capacity, as needed.  At the same time, initiates the request for support needed from other teams.
• Monitors and communicates the review comments of the team and then follows up to address pending comments for preparers, as needed.
• To act as first line of escalations for the preparers of any requests not properly actioned by the CS Support team. (e.g. BAT, GPT)
• Monitors and oversees the interpretation of the requirements of the client and in some instances, does the research and validates in the absence of an Assistant Manager.
• Reviews and acts as the team approver of submitted reports and compliance cases with root cause information, corrective action, and preventive measures in a timely manner.  Responsible in discussing the details and actions done with the HODs and CDDs.
• Oversees the quarterly debrief meeting with the cluster to review the team's performance.  Then addresses concerns and drives resolutions based on its criticality and complexity. 
• Decides the proper treatment for transactions when differences in points of view arise, and escalate recommendations to appropriate authorities, as needed.
• Decides on escalated recommendations and if necessary, escalate to SMEs or technical team.
• Monitors and works with the Assistant Manager to enforce process standards across the teams.
• Acts as first level of escalation of issues/concerns from the funds assigned to their clusters.
• Supports Project Managers by functioning as SMEs, coordinating with stakeholders, and allocating resources.

Workflow Management

• Ensures timesheets are completed daily and accurately filed for all hours worked.
• Reviews and approves timesheets of their team and ensures they are completed daily and accurately filed for all hours worked in a timely manner (of their AM's and SA's).
• Reviews and pre-approves filed overtime of their team (AM's and SA's).
• Setups, monitors and updates all deliverables via the workflow planner in a timely manner, as needed.
• Monitors and ensures the completeness and accuracy of all deliverables via the workflow planner in a timely manner. 
• Analyses and proactively manages team capacity deliverables by allocating needed resources/support.

Systems

• Understands and uses best practice on accounting platform/s.
• Understands and becomes knowledgeable on how to generate reports using reporting platform/s.

Risks

• Monitors relevant procedures, checklists and SSAE requirements are adhered to and completed to mitigate errors.
• Monitors reported breaches, complaints or errors to appropriate authorities are acted upon in a timely manner.
• Acquires knowledge of risk factors and potential breach.
• Reviews and acts as the team approver of submitted reports and compliance cases with root cause information, corrective action, and preventive measures in a timely manner.  Responsible in discussing the details and actions done with the HODs and CDDs.

Other

• May undertake any additional tasks and/or responsibilities as part of their professional development which may or may not be related to their specific function.
• Escalate any other work-related issues/concerns to the appropriate authorities and acted on in a timely manner.
• Participate in interviews, as needed.

• Understand and align product development as per customer requirement
• Mix designs as per customer requirement.
• Conduct Laboratory testing relating to Concrete, Aggregates, and Cement.
• Record, analyze, certify and prepare summaries of findings and maintain records of the results.
• Troubleshoot to determine reasons for problems of complaints.
• Provide technical support to customers /contractors on site.
• Provide support to Sales team to conduct trials at site.
• Stay abreast of market trends as well as changes in market and competitive landscape and initiate necessary actions

Responsibilities (how we will measure success)

• Lead the design and development of end-to-end service experiences for our digital products powered by AI, from concept ideation to implementation and iteration.
• Collaborate with product managers, data scientists, engineers, and other stakeholders to define product requirements, user stories, and design specifications that align with business goals and technical capabilities.
• Create user journey maps, service blueprints, wireframes, prototypes, and other design deliverables to visualize and communicate service concepts, interactions, and workflows.
• Facilitate workshops, design sprints, and co-creation sessions to generate ideas, validate assumptions, and iterate on service designs based on user feedback and testing.
• Champion user-centric design principles, accessibility standards, and best practices across the organization, advocating for the needs of diverse user groups and ensuring inclusive and ethical design solutions.
• Continuously monitor and evaluate service performance metrics, user feedback, and market trends to identify opportunities for improvement and innovation and drive iterative enhancements to our digital and AI solutions.
• Compliance and Reporting: Ensuring compliance with internal policies and external regulations related to core Digital & AI product deployments and preparing reports for management and stakeholders for scheduled and ad-hoc forums.
• Creation or leveraging of existing digital tools to raise and measure actions relating to service delivery and/or service transition.
• Participation in any required licencing of technology existing or new to improve the service design of a specific software.
• Project Management: Assisting in projects from initiation to completion, including scoping, planning, scheduling, and risk management.

Job Description – Sr Program Analyst

Responsibilities -

• Ensure Desktops, Laptops are built as per company standards with maintaining relevant checklist against each active endpoint before deployment on the production floor.
• Provide first-level technical support to end-users via remote desktop tools, phone, chat, and email.
• Diagnose and resolve technical hardware and software issues related to desktops, laptops, peripherals, and mobile devices.
• Install, configure, and troubleshoot operating systems and standard software applications.
• Respond to inquiries regarding system operation and diagnose system hardware, software, and operator problems.
• Log all helpdesk interactions and resolutions in the ticketing system with accuracy and detail.
• Escalate complex issues to appropriate support teams for resolution.
• - Follow up with end-users to ensure issues are resolved satisfactorily and in a timely manner.
• Maintain current knowledge of relevant technology as assigned.
• Hands on experience in service desk tools.
• Provide remote support for Desktop/Laptop/Thin clients/Printer/Scanner related hardware & service tickets to be fixed under defined SLA as per severity type under the Service desk tool.
• Provide L2 support for all Windows-based model OS endpoints along with business applications mapped to it.
• Timely and regular Antivirus signature updates on all Endpoints and compliance kept under defined SLA.
• Work on installation of latest MS security patches on Endpoints as per Standard Compliance norms
• Validation of new assets procured and update on asset management system
• Allocation of assets through asset management system
• Problem & Incident management is to be adhered to as per WNS policies & documentation.
• Ensures all work is performed in accordance with targets and adheres to SLA.
• Adaptable to learn new processes, concepts, and skills.
• Experience in MAC OS support

Required Skills & Qualifications –

• Graduate in any stream (Prefer in B.E / B. Tech, etc.)
• 2-3 years of IT work experience
• Good understanding/practice of MS OS on endpoints, MS Office platforms, Mailing applications (Outlook, Gmail) VMware, Citrix etc.
• IT basic knowledge on network, telephony, server, desktop, printer etc. especially for desktop/laptop trouble shooting.
• Communication ability in English is delight.
• Proven experience as a Help Desk Technician, Desktop Support Engineer, or similar role.
• Excellent problem-solving and communication skills.
• Ability to work independently and as part of a team.
• Customer-oriented and patient with excellent interpersonal skills.
• Open to work in shifts

Preferred skills & qualifications

Additional Information –

• ITIL foundation certification
• Basic level skills on MS Office reports creation
• Cloud certification