[WANTED] Title Sr Product Support Analyst Full-time or Part-time Full-time Location IND - Tamil Nadu, Chennai Job Function Services & Support Function Responsibilities Primary Customer Service & analytical resource as part of a Global Product Lead Team. Responsible for identifying, re-producing and troubleshooting Customer Service Norton issues within the Endpoint Protection and Productivity Support organization. Will work with partners and internal support teams to ensure they have the latest and best information when it comes to solving customer issues. This role is focused largely on the transactional side of the business (for example ordering, renewing, downloading, policies and processes). This will be done via weekly calls, email updates and onsite visits. Work with partners and internal teams to ensure customer pain points are identified and regular reports showing support contact generators are available. Responsible for driving primary performance indicators such as First Time Resolution, Customer Satisfaction and Net Promoter score in our support contact centers. Responsible for knowledge levels of Support staff when it comes to products, policies and procedures etc. Must determine knowledge gaps and develop recommendations on how to resolve. Must ensure documented support solutions for customers are accurate and kept up to date. Heavily involved in Support Launch readiness, new product and product life cycles. May be required to deliver training both to external partners and internal teams. Work on various projects designed to enhance the customer experience and increase the quality and productivity of support. Some travel is required to visit support partners on an ad-hoc basis. Qualifications Third level education in information technology or equivalent work experience with industry certifications. Level 2 or escalation experience relevant experience in a customer service/support environment. Strong troubleshooting skills and problem solving skills. Excellent knowledge of MS office – emphasis on Excel and pivot tables. Experience in delivering training to large groups of people an advantage. Qualifications and/or experience in Data Analysis a strong advantage. Ability to understand and analyze data, as well as present findings to internal and external stakeholders. Excellent presentation and relationship building skills. Time Management and ability to work through to strict deadlines with strong organizational skills. Self-managed proactive work style. Must possess excellent written and oral communication skills in English.
Posted on: Thu, 10 Oct 2013 07:12:22 +0000
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