Job details

Work Location

Santiago

State / Region / Province

Santiago Province

Country

Chile

Domain

Delivery

Interest Group

Infy Chile

Skills

Domain(IBPM)|Sourcing & Procurement|Tools & Applications - Reporting - Power BI, Technology (BPM) | DTS - Reporting, Analytics & Visualization | PostgreSQL

Company

IL Chile

Requisition ID

134328BR

Job description

Customer Support Analyst
A Customer Support Analyst position is a Techno Functional role with an exciting opportunity to work with a variety of bespoke client digital applications and tooling, which provides functional and technical support to end users. The analyst actively oversees the end-to-end resolution of incidents and queries from customers through clients’ service management tool (ServiceNow) while adhering to Service Level Agreements.
It is a full-time remote position, for which the Analyst must have access to a professional work environment and be available during the specified business hours.
The applicant must comply to take the background check and should specify the work permit / authorization to be considered for this role.
Position Summary
The Level 2 Customer Support Analyst will function as a point of escalation to Level 1 Support Team and liaise between the end user and client internal support, engineering and development teams. It is an important role to champion the customer experience and to continuously look for new ways to improve our day-to-day processes and our overall service delivery.
Day to day activities involve the following:
· Fulfill incoming Service Requests, Incidents, Problems, and Change Requests Troubleshooting Incident tickets, provide functional and technical subject matter expertise Engage the product development and/or engineering teams as required to resolve Incident tickets or Problems Analyze application defects, identify current trends and recognize the opportunities to improve the resolution time, work quality and performance Champion the customer experience, by effectively managing the end user expectations on response times, and provide professional & timely communication · Identify and implement the service improvements
· Lead daily standups, and weekly status meetings for Support Teams Create and update the knowledge base articles, as well as operational reports and dashboards within ServiceNow Ensure secure and efficient data transmission by configuring and maintaining file transfer protocols and standardsCollaborate with cross-functional teams to gather and understand file transfer requirements, facilitating the development of appropriate solutionsPrepare comprehensive reports, working closely with multiple stakeholders to obtain necessary data evidenceEnhance daily operations by leveraging AI tools and technologies, fostering improved efficiency and innovationHelp to onboard new applications, and track small-to-medium size projects to completion · Align support to the Delivery Lead, play as a back-up when needed
Required Qualifications: 3 to 4 years of work experience in application support, in a fast-paced and large-scale cloud environmentBachelor’s degree, preferably in Computer Science, Information Technology, Computer Engineering, or related IT disciplinePrevious work experience in a client-facing role, must also be comfortable presenting in front of internal and external stakeholders at various levelsStrong knowledge of SDLC and Ticket life cycleDomain and functional knowledge of support process documentation and knowledge base articlesTo demonstrate ability to learn an application, and become a subject matter expert on the application’s features and functionalityUnderstand ITIL service management principlesExperience working in an Agile and DevOps cultureComfortable to take up the ownership of parts or whole initiatives, with a proven track record of working independently and with cross-functional teamsDemonstrate ability to effectively prioritize ticket volume, balance workload and meet deadlinesHighly organized and detail orientedGood team player and a quick learnerOutstanding customer service skills and know how to show empathy towards the customers / end-usersA natural problem solverManaging multiple conflicting deadlines, competing priorities and customer expectations Manual Testing experienceTechnical Skills
· ServiceNow/Remedy · Azure· SQL · Troubleshooting · PowerBi · Basic PowerShell Query/SQL query· DataDog · Sharepoint· PagerDuty· JSON· ADO· Windows Server administration· Pendo· Splunk
Certifications (Optional)
· ITIL Foundations


EEO
Infosys provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability. Infosys provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.


Only English profiles will be considered.

About Us
Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

EEO
Infosys provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability. Infosys provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.