Purpose of the role:

The operations analyst will be the first line of contact for all application support related queries that arise out of PRGX  SAAS Digital Offering. The primary focus of this role is to promote quality customer service to Internal & External clients through partnering with various support teams within the Company. The majority of work involves responding to emails and phone calls from our customers who need assistance while using PRGX’s Application. Responsibilities will also include working with the customer to track, record, and document application support requests and issues in our ticketing system. The Operations Analyst will go on to become the subject matter expert on the process and will interact with the internal client success team to ensure the smooth running of operations.

Primary responsibilities:

·         Deliver 24/5 L1 support (Including Night Shift) for Incident, Problem, Change Management ensuring proactive resolution and root cause analysis of the assigned application incidents/problems within the agreed SLA

·         Provide support to customer on phone or email to diagnose and resolve problems while providing end-user assistance and resolution to issues

·         Handle escalations pertaining to unresolved cases, escalate support requests as necessary following established procedures

·         Troubleshoot appropriately to identify the root cause of the issue and resolve the issue with the user. Continue to build up your knowledge base so that more and more situations are resolved within the Level 1 support organization

·         Maintain a positive rapport with customers while discussing or resolving problem situations

·         Establish and manage a close working relationship with service owner, 2nd level support, 3rd level support

·         Addresses and resolves basic incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility

·         Manage L1 support priorities, complete tasks on time and with the expected level of quality

·         Participate in the development of process goals and objectives, and identify opportunities for process improvement

·         Ensures end-to-end customer experience and provides a single point-of-contact for the customer

Role Requirement:

·         Effective probing skills to elicit customer information

·         Assure quality of service is delivered within the expected SLA and KPI

·         Strong problem-solving skills

·         Contribute to the overall performance and success of the service

·         Team up with other departments for problem and incident resolution

·         Incident tracking & resolution

·         Act as a team player, actively share knowledge across the team

Education Qualification:

·         Bachelor in Computer Sciences/Engineering (B.C.A / M.C.A / B.E.) or associated discipline or the equivalent experience

·         Bachelors Degree or Master degree (B.com, BBA, MBA, M.Com) with technical certification only

Professional Requirement

·         2+ years of relevant experience in Support Application preferred

·         Experience in a customer support role (Voice preferred)

·         SQL & HTML mandatory skill

Shifts:

·         UK (1pm to 10 pm) / US ( 5:30 pm to 2:30 am)

Behavioral Competency

  • Good communication skills  – written and verbal
  • Ability to work under pressure and with supervision
  • Problem sensitivity
  • Adhere to Company policies
  • Active learning
  • Attention to detail
  • Ownership – Responsibility & Initiative
  • Ability to Priorities and organize own workload to ensure deadlines are met
  • Enthusiastic, Dynamic, Flexible & Committed with the ability to focus on the big issues while not losing sight of the detail