Service Desk Analyst

at RedBlackTree

DP
Posted by Mahathy M
icon
Chennai
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1 - 4 yrs
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Best in industry
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Full time
Skills
ServiceNow
Troubleshooting

We are looking for a competent Service Desk Analyst to support our platform. who are passionate about solving problems and who love to work with new, emerging ideas and technologies. The job will require you to work closely with customers to find solutions that maximize their satisfaction with our product suite. You thrive in problem-solving, finding efficient ways to work through complex customer inquiries, and are extremely comfortable communicating with customers via written and verbal channels. You’re incredibly organized and have strong time management skills. It's critical that you have a mindset for using technology and can quickly learn how to use new tools.

 

You will:

  • Answer incoming customer emails, calls, and chats regarding billing issues, product problems, service questions, and general client concerns.
  • Assign tickets to appropriate Level 2 teams.
  • Maintain a high level of professionalism with clients and work to establish a positive rapport with every customer interaction.
  • Update customer information in the customer service database during and after each call.
  • Stay updated on product knowledge and be informed of any changes.

 

Requirements:

  • 1+ years experience.
  • Excellent written and verbal communication skills.
  • Must have skills with ServiceNow and/or other Ticket/Issue Management system.
  • Familiarity with Windows, Office 365, Active Directory, troubleshooting PC and Device issues.
  • Must have deep empathy for customers and end users.
  • Experience in troubleshooting software issues.
  • Ability to collaborate in a team environment, as well as work as an independent contributor.
  • Excellent time management skills; you thrive in a fast-paced, sometimes ambiguous environment.
  • A can-do attitude and amazing problem solving skills.
  • Knowledge of other foreign languages (especially European) is a plus
  • Must have experience in working customers in the US/Europe/Australia

About RedBlackTree

We're a boutique product development services company based out of Chennai, India. We love solving problems with technology and building sustainable business for our customers around award winning software. We innovate with technology and the economics of product development.

Over the last 18 years, we've built a great work environment that promotes creative engineering and innovation. Our average employee tenure is greater than 4 years.

Employee perks include free gourmet food, in house fitness trainers, an extremely liberal holiday policy, free cab rides and the opportunity to work with brilliant people on designing and building path-breaking products. We've had the opportunity to work with fantastic partners and customers over the years from different parts of the world - solving real problems that touch lives and have an impact on the world.

We're hiring across the board now for various positions. We'd love to have a chat with you if you love coding and solving problems and you're looking to do something special with your skills.
Founded
2002
Type
Products & Services
Size
20-100 employees
Stage
Profitable
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