client support analyst

MillsHill Recruitment Limited

<p>2nd Line Service Desk Analyst - Managed Services </p> <p>Connectwise, M365, Windows Server, Azure, Active Directory, Networking, firewalls, switches, WAP, VPN</p> <p>My client is a well established yet fast growing MSP based in London that is in the market for a proven 2nd Line Service Desk Analyst ideally coming from a MSP setting. </p> <p>As 2nd Line Service Desk Analyst you will be a natural troubleshooter with a proven background in supporting escalated tickets. The 2nd Line Service Desk Analyst will have a broad and solid range of technical skills covering tech such as Connectwise, M365, Windows Server, Azure, Active Directory, Networking, firewalls, switches, WAP, VPN. This is a fast paced MSp environment and as such you will be comfortable working in a pressurised yet fun and dynamic environment. </p> <p>Along side your technical competency you will be an outstanding communicator driven by client satisfaction and top class levels of customer service. </p> <p>This is an office based role with occasional customer site visits across London.</p> <p>2nd Line Service Desk Analyst - Managed Services </p> <p>Connectwise, M365, Windows Server, Azure, Active Directory, Networking, firewalls, switches, WAP, VPN</p> <p>Connectwise, M365, Windows Server, Azure, Active Directory, Networking, firewalls, switches, WAP, VPN</p> <p>Connectwise, M365, Windows Server, Azure, Active Directory, Networking, firewalls, switches, WAP, VPN</p> <strong>MillsHill Recruitment acts as an employment business with regards to this permanent job opportunity.</strong><strong>Regards </strong><strong>MillsHill Recruitment Ltd</strong>

2nd Line Support Analyst - Managed Services

Tata Consultancy Services (TCS)

<p></p><div><div><div><div><p><b>Job Role: Support Analyst (Access Management)</b></p>
<p><b>BPO band</b>: BPO 2</p>
<p><b>Required Technical Skill Set</b>: Unix, SQL</p>
<p><b>Experience Range</b>: 3+ years</p>
<p><b>Location</b>: Pune/Chennai</p>
<p><b>Shift</b>: 24*7 rotational shifts</p>
<p><b>Roles &amp; Responsibilities</b>:</p>
<ul><li>Hands on experience working on Access Management in Banking domain with below knowledge:</li>
<ul><li>Applications &amp; PAM: AM experience in assigning/ removing roles &amp; entitlements within applications and Privileged Access Management.</li>
<li>WINDOWS: AM experience in assigning/ removing AD groups to provide access to applications within User&rsquo;s windows.</li>
<li>UNIX: AM experience in Creation / deletion of users accounts LINUX AIX servers, various databases.</li>
</ul><li>Use pre-defined procedures to ensure requests for user access and permissions are authorized as per policies</li>
<li>Communicate instructions to fulfilment teams for execution</li>
<li>Identify, introduce, and implement opportunities to streamline processes</li>
<li>Management of changes or updates to processes; ensure appropriate updates are made to associated documentation</li>
<li>Good verbal communication as well business email writing skills</li>
<li>SLA management and Client management skills</li>
</ul></div></div></div><div><div><div><b>Location</b></div>
<div>Pune</div>
</div><div><div><b>Job Function</b></div>
<div>BUSINESS PROCESS SERVICES</div>
</div><div><div><b>Role</b></div>
<div>Process Expert</div>
</div><div><div><b>Job Id</b></div>
<div>376532</div>
</div><div><div><b>Desired Skills</b></div>
<div>Access Management</div>
</div></div><p>Desired Candidate Profile
</p><div><div><b>Qualifications</b> : BACHELOR OF COMPUTER SCIENCE</div></div></div><div></div>

Support Analyst

Live Nation

<div><p>Job Summary:
</p><p>JOB DESCRIPTION &ndash; Support Knowledge Analyst (Client Experience Analyst)
</p><p>Location: Work from Home - Oregon, Maine, Florida, Pennsylvania, Texas, Montana, Indiana, Arkansas
</p><p>Division: Ticketmaster North America, Client Support &amp; Operations &ndash; Strategic Initiatives
</p><p>Contract Terms: Full Time - 40 hours per week
</p><p></p><p><b>THE TEAM
</b></p><p>Global Client Support &amp; Operations Organization has the mission to build a global center of excellence where all processes, tools &amp; best practices are applied to all regions across the globe to achieve the highest levels of employee, fan &amp; client satisfaction. This role fits specifically within the Strategy &amp; Analytics team, which specializes in our CRM platform, new technology, digital experience and leveraging data to tell accomplish OKR&rsquo;s.
</p><p></p><p><b>THE JOB
</b></p><p>We are seeking a data-driven and detail-oriented Support Knowledge Analyst within Ticketmaster's Client Support &amp; Operations organization. This role focuses on measuring content effectiveness, identifying knowledge gaps, and driving continuous improvement through insights and analytics. By leveraging data, the Analyst will guide improvements in both our knowledge base and support community. The role requires cross-functional collaboration to enhance customer satisfaction, retention, and loyalty by aligning internal teams, tools, and processes around a unified, client-first vision.
</p><p></p><p><b>WHAT YOU WILL BE DOING
</b></p><ul><li><p>Analyze knowledge base performance using Salesforce, Google Analytics, and BI tools.
</p></li><li><p>Identify trends, usage patterns, and content gaps to improve self-service, agent enablement, and decision-making.
</p></li><li><p>Partner with support, product, and content teams to prioritize updates and enhancements to the support community.
</p></li><li><p>Build and maintain dashboards tracking article engagement, search success, deflection, and feedback.
</p></li><li><p>Analyze usage and report on key KPIs such as case deflection, article helpfulness / feedback, search effectiveness, and content freshness.
</p></li><li><p>Collaborate with Knowledge Managers to refine taxonomy, tagging, workflows, and AI-driven strategies.
</p></li><li><p>Support the rollout and optimization of AI/ML tools that surface knowledge (e.g., chatbots, in-app help).
</p></li></ul><p></p><p><b>WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)
</b></p><ul><li><p>3+ years of experience in analytics, knowledge management, content operations, or customer support
</p></li><li><p>Strong skills in Excel/Google Sheets; experience with BI tools (e.g., Tableau, Power BI, Domo) preferred
</p></li><li><p>Familiarity with knowledge base platforms such as Zendesk, ServiceNow, or Salesforce Knowledge
</p></li><li><p>Experience working with or supporting customer service teams
</p></li><li><p>Strong analytical and problem-solving skills, with the ability to turn data into actionable insights and compelling visualizations
</p></li><li><p>Excellent written and verbal communication skills
</p></li><li><p>Knowledge of search behavior and SEO best practices (internal and/or external)
</p></li><li><p>Familiarity with KCS (Knowledge-Centered Support) methodology a plus
</p></li><li><p>Experience with Salesforce Experience Cloud and/or the Coveo platform a plus
</p></li></ul><p></p><p><b>YOU (BEHAVIOURAL SKILLS)
</b></p><ul><li><p>We are looking for someone who shares our vision where we work globally to drive efficiency for the betterment of our employees and clients. This role will allow you to be creative in using data in solving problems with a lot of positive impact to our support.
</p></li></ul><p></p><p><b>BENEFITS &amp; PERKS
</b></p><p>Through our &lsquo;Taking Care of Our Own&rsquo; program, we provide benefits across six key pillars:
</p><ul><li><p><b>HEALTH </b>: Medical, vision, dental and mental health benefits for you and your family, with access to a health care concierge, and Flexible or Health Savings Accounts (FSA or HSA)
</p></li><li><p><b>YOURSELF </b>: Free concert tickets, generous paid time off including paid holidays, sick time, and personal days
</p></li><li><p><b>WEALTH </b>: 401(k) program with company match, stock reimbursement program
</p></li><li><p><b>FAMILY </b>: New parent programs including caregiver leave, plus fertility, adoption, foster, or surrogacy support
</p></li><li><p><b>CAREER </b>: Career and skill development programs with School of Live, tuition reimbursement, and student loan repayment
</p></li><li><p><b>OTHERS </b>: Volunteer time off, crowdfunding match
</p></li></ul><p></p><p><b>LIFE AT TICKETMASTER
</b></p><p>We are proud to be a part of Live Nation Entertainment, the world&rsquo;s largest live entertainment company.
</p><p>Our mission at Ticketmaster is to connect people around the world to the live events they love. Ticketmaster is the world&rsquo;s largest ticket marketplace and the global market leader in live event ticketing products and services. Through official partnerships with thousands of venues, artists, sports teams, festivals, performing arts centers and theaters, Ticketmaster processes 550 million tickets per year across 35+ different countries.
</p><p>We do it all with an intense passion for Live and an inspiring and diverse culture driven by accessible leaders, attentive managers, and enthusiastic teams. If you&rsquo;re passionate about live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want to hear from you.
</p><p></p><p><b>Our work is guided by our values:
</b></p><p></p><p><b>Reliability </b>- Fans and clients count on us to power their live event experiences and we rely on each other to make it happen.
</p><p><b>Teamwork </b>&ndash; While we celebrate individual achievements, we know have more success as a team.
</p><p><b>Integrity </b>- We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we represent.
</p><p><b>Belonging </b>- We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thrive.
</p><p></p><p><b>EQUAL EMPLOYMENT OPPORTUNITY
</b></p><p>We aspire to build teams that reflect and support the fans and artists we serve. Every day we aim to promote environments where everyone can be themselves, contribute fully, and thrive within our company and at our events. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with.
</p><p>Ticketmaster strongly supports equal employment opportunity for all applicants regardless of age (40 and over), ancestry, color, religious creed (including religious dress and grooming practices), family and medical care leave or the denial of family and medical care leave, mental or physical disability (including HIV and AIDS), marital status, domestic partner status, medical condition (including cancer and genetic characteristics), genetic information, military and veteran status, political affiliation, national origin (including language use restrictions), citizenship, race, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, and gender expression, sexual orientation, intersectionality, or any other basis protected by applicable federal, state or local law, rule, ordinance or regulation.
</p><p>We will consider qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Ordinance, San Francisco Fair Chance Ordinance and the California Fair Chance Act and consistent with other similar and / or applicable laws in other areas.
</p><p>We also afford equal employment opportunities to qualified individuals with a disability. For this reason, Ticketmaster will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant consistent with its legal obligations to do so, including reasonable accommodations related to pregnancy in accordance with applicable local, state and / or federal law. As part of its commitment to make reasonable accommodations, Ticketmaster also wishes to participate in a timely, good faith, interactive process with a disabled applicant to determine effective reasonable accommodations, if any, which can be made in response to a request for accommodations. Applicants are invited to identify reasonable accommodations that can be made to assist them to perform the essential functions of the position they seek. Any applicant who requires an accommodation in order to perform the essential functions of the job should contact a Human Resources Representative to request the opportunity to participate in a timely interactive process. Ticketmaster will also provide reasonable religious accommodations on a case-by-case basis.
</p><p></p><p><b>HIRING PRACTICES
</b><br>
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
</p><p>Ticketmaster recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. Ticketmaster may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, internet recruiting, job fairs, college recruiting and search firms.</p></div>

Support Knowledge Analyst

Wipro

<div>Job Description<p></p><div><div><ul><li><div><b><br>
</b><br>
</div></li></ul></div></div><div><div><div><div>Job Title: Analyst
</div></div></div></div><div><div><div><div>Req Id: 68762
</div></div></div></div><div><div><div><div>City: Gurugram
</div></div></div></div><div><div><div><div>State/Province: Haryana
</div></div></div></div><div><div><div><div>Posting Start Date: 11/10/25
</div></div></div></div><div><div><div><div>Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients&rsquo; most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.
</div></div></div></div><div><div><div><div>Job Description:
<div><div><div><h2 class="jobSectionHeader"><b>Job Description
</b></h2></div><div><p><b>Role Purpose
</b></p><p>The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.<br>
<br>
</p></div></div><div><div><h2 class="jobSectionHeader"><b>&#847;
</b></h2></div><div><h1 class="jobSectionHeader"><b>Do
</b></h1><ul><li><h2 class="jobSectionHeader"><b>Support process by managing transactions as per required quality standards
</b></h2><ul><li>Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
</li><li>Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
</li><li>Update own availability in the RAVE system to ensure productivity of the process
</li><li>Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
</li><li>Follow standard processes and procedures to resolve all client queries
</li><li>Resolve client queries as per the SLA&rsquo;s defined in the contract
</li><li>Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
</li><li>Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
</li><li>Document and analyze call logs to spot most occurring trends to prevent future problems
</li><li>Maintain and update self-help documents for customers to speed up resolution time
</li><li>Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
</li><li>Ensure all product information and disclosures are given to clients before and after the call/email requests
</li><li>Avoids legal challenges by complying with service agreements
</li></ul></li></ul></div></div><div><div><h2 class="jobSectionHeader"><b>&#847;
</b></h2></div><div><ul><li><h2 class="jobSectionHeader"><b>Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
</b></h2><ul><li>Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
</li><li>Assist clients with navigating around product menus and facilitate better understanding of product features
</li><li>Troubleshoot all client queries in a user-friendly, courteous and professional manner
</li><li>Maintain logs and records of all customer queries as per the standard procedures and guidelines
</li><li>Accurately process and record all incoming call and email using the designated tracking software
</li><li>Offer alternative solutions to clients (where appropriate) with the objective of retaining customers&rsquo; and clients&rsquo; business
</li><li>Organize ideas and effectively communicate oral messages appropriate to listeners and situations
</li><li>Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs
</li></ul></li></ul></div></div><div><div><h2 class="jobSectionHeader"><b>&#847;
</b></h2></div><div><ul><li><h2 class="jobSectionHeader"><b>Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
</b></h2><ul><li>Undertake product trainings to stay current with product features, changes and updates
</li><li>Enroll in product specific and any other trainings per client requirements/recommendations
</li><li>Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
</li><li>Update job knowledge by participating in self learning opportunities and maintaining personal networks
</li></ul></li></ul></div></div><div><div><h2 class="jobSectionHeader"><b>&#847;
</b></h2></div><div><h2 class="jobSectionHeader"><b>Deliver
</b><br>
</h2><div><div><div><div>No </div><div>Performance Parameter </div><div>Measure
</div></div><br>
<div><div>1 </div><div>Process </div><div>No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback
</div></div><br>
<div><div>2 </div><div>Self- Management </div><div>Productivity, efficiency, absenteeism, Training Hours, No of technical training completed
</div></div><br>
</div></div></div></div></div></div></div></div></div><div><div><div><div>Mandatory Skills: Institutional_Finance_Buy_Side_Others .<br>
<p></p>Experience: 1-3 Years .<br>
<p></p>Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.</div></div></div></div></div><p></p>

Analyst

Burrell Behavioral Health

<div><p><b>Job Description:</b></p><p><b>
Job Title: </b>Claims Analyst I - Remote<br>
<b>Location: </b>Springfield, MO.<br>
<b>Department: </b>Client Financial Services<br>
<b>Employment Type: </b>Full-time<br>
<b>Shift: </b>Monday - Friday 8:00 A.M. - 5:00 P.M.</p><p></p><p><b>
Job Summary:</b></p><p>
The Claims Analyst I position is responsible for creating and maintaining queries and reports in reconciling and managing certain claim sets. Position requires intermediate technical skill, strong attention to detail, and ability to validate results. Able to complete projects and tasks from beginning to completion with minimal to moderate support.</p><p></p><p><b><br>
The Claims Analyst I position offers&hellip;</b></p><ul><li><b>
All-Inclusive Employee Benefits Package</b>- A robust full-time employee benefits package encompassing health, dental, vision, retirement, disability, life insurance, wellness program, and more</li><li><b>
Telemedicine </b>&ndash; 24/7 phone, web, or mobile app medical, behavioral health, &amp; dermatology visits</li><li><b>
Employee Assistance Program </b>&ndash; 24/7 counseling services, legal assistance, &amp; financial consultation for you and your household at no cost</li><li><b>
Paid Time Off</b> - 29 days per year including vacation &amp; holiday pay</li><li><b>
Workplace Culture</b> - An environment cultivating employee wellbeing, valuing each individual's humanity, and actively promoting healthy, joyful workforce engagement</li></ul><p></p><p><b>
Key Responsibilities:</b></p><ul><li>
Intermediate skill level with analytic tools and programming languages. Able to handle uncomplicated tasks and projects.</li><li>
Developing pre-defined reporting that is not complex and does not require significant development experience.</li><li>
Strong teamwork skills and attention to detail with the ability to complete tasks and projects effectively with moderate to minimal support.</li><li>
Strong understanding of data and analytics and the ability to turn both into useful information.</li><li>
Research, assess, and explore data for quality and accuracy.</li><li>
Prepare and maintain reports from single or multiple data sources as requested and based on business needs.</li><li>
Maintain deep knowledge of the organization&rsquo;s data and practice in order to give valuable recommendations, continuously sharpen skills, and have a positive impact on the organization&rsquo;s success.</li><li>
Analyze trends in data and communicate findings to leadership or stakeholders in a meaningful and relatable way.</li><li>
Commit to continuously improve data collection. Be sensitive to changing needs. Organize and prioritize based on current needs.</li><li>
Functions in accordance with Operational Guidelines and within his/her professional code of ethics.</li><li>
Participates in and contributes to the various staff development activities.</li><li>
Is sensitive and responsible to management needs, such as data collection, program evaluation, development of grant applications, maintenance of various contracts for services, etc.</li><li>
Participates in all required meetings.</li><li>
Regularly participates in evaluation of self and assigned staff according to Operational Guidelines.</li><li>
Performs other special functions as may, from time to time, be outlined and attached hereto.</li></ul><p></p><p><b>
Experience and/or Education Qualifications:</b></p><ul><li>
Bachelor's Degree or Equivalent</li><li>
Advanced Excel Skills</li><li>
1+ year applicable experience</li><li>
Beginning level SQL, Tableau, Crystal or similar business analytic program skills.</li></ul><p></p><p><b>
Knowledge, Skills, and Abilities:</b></p><ul><li>
Employee must possess excellent skills in communication and problem solving and possess the ability to follow direction and accept supervision.</li><li>
Possess advanced Excel skills including concatenation, VLookup, logic formulas, and pivot tables.</li><li>
Ability to identify patterns in large data sets and resolve outstanding claims.</li><li>
Moderate/minimal understanding of data and analytics and the ability to turn both into useful information.</li><li>
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.</li><li>
Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals.</li><li>
Ability to understand and carry out instructions furnished in written, oral or diagram form.</li><li>
Ability to address problems involving several concrete variables in standardized situations.</li><li>
This is a highly independent, fast-paced position working closely with all levels of the organization to gather requirements and provide status updates with all levels of the organization.</li></ul><p></p>
<p><b>Position Perks &amp; Benefits:</b></p><p><b>
Paid time off:</b> full-time employees receive an attractive time off package to balance your work and personal life</p><p><b>
Employee benefits package:</b> full-time employees receive health, dental, vision, retirement, life, &amp; more</p><p><b>
Top-notch training:</b> initial, ongoing, comprehensive, and supportive</p><p><b>
Career mobility:</b> advancement opportunities/promoting from within</p><p><b>
Welcoming, warm, supportive:</b> a work culture &amp; environment that promotes your well-being, values you as human being, and encourages your health and happiness.</p>
<p><b>Brightli is on a Mission:</b></p><p>
A mission to improve client care, reduce the financial burden of community mental health centers by sharing resources, a mission to have a larger voice in advocacy to increase access to mental health and substance user care in our communities, and a mission to evolve the behavioral health industry to better meet the needs of our clients.</p><p></p><p>
As a behavioral and community mental health provider, we prioritize fostering a culture of belonging and connection within our workforce. We encourage applications from individuals with varied backgrounds and experiences, as we believe that a rich tapestry of perspectives strengthens our mission. If you are passionate about empowering local communities and creating an environment where everyone feels valued and supported, we invite you to join our mission-driven organization dedicated to cultivating an authentic workplace.</p><p></p><p>
We are an Equal Employment Opportunity Employer.</p><p></p><p>
Burrell Behavioral Health is a Smoke and Tobacco Free Workplace.</p></div>

Claims Analyst I - Remote

shine systems

<div><p><b>Security Clearance Requirement</b>: TS/SCI CI Poly<br>
<br>
<b>Position Description</b>:
<br>
E-volve Technology Systems, Inc. is hiring a Customer Support Analyst to work in support of a federal help desk operations environment. The Customer Support Analyst will tackle intricate problems and processes, offering support, analysis, research, and expert advice. Collaboration is at the core of our work, as you'll engage with both government and contractor personnel in a cross-functional setting.<br>
<br>
<b>Responsibilities</b>:</p><br>
<ul><li>
Deliver timely on-site support to customers</li><li>
Provide end-user support and liaise with management on system-related matters</li><li>
Ensure smooth transaction processing</li><li>
Develop and troubleshoot sql queries</li><li>
Demonstrate expertise in federal acquisition processes</li><li>
Collaborate closely with the program management office team to facilitate end-of-fiscal-year activities</li><li>
Assist the government customer in monthly account reconciliation</li><li>
Contribute to the development and updates of Standard Operating Procedures (SOPs) and program documentation as necessary</li><li>
Provide expert-level support in brown bag sessions for financial system users</li><li>
Collaborate with stakeholders to identify, analyze, and resolve complex issues efficiently</li><li>
Monitor and maintain system performance, identifying areas for improvement and implementing solutions</li><li>
Conduct thorough root cause analysis for recurring issues to prevent future occurrences</li><li>
Document all support activities, including resolutions, for future reference and knowledge sharing</li><li>
Coordinate with external vendors and contractors to address technical issues and implement upgrades</li><li>
Act as a liaison between technical teams and end-users to ensure effective communication and problem resolution</li></ul><p><b>
Education and Qualifications</b>:</p><br>
<ul><li>
U.S. citizenship</li><li>
Current TS/SCI security clearance</li><li>
Current CI Polygraph or eligibility to obtain CI Polygraph</li><li>
Proficiency in providing Tier 2-3 Service Desk support</li><li>
Ability to thrive in a fast-paced environment</li><li>
Exceptional customer service skills with the ability to multitask</li><li>
Excellent communication abilities</li><li>
Capability to spearhead testing initiatives for releases when required</li></ul><p><b>
Preferred Experience</b>:</p><br>
<ul><li>
Prior experience as a Budget Analyst supporting federal systems preferred</li><li>
Familiarity with PeopleSoft Financials or other Government Financial Accounting Systems</li><li>
Knowledge of Defense Travel transaction processes is a plus</li></ul></div>

Customer Support Analyst

Alight Solutions

<div><p><b>Our story</b></p><p>
At Alight, we believe a company&rsquo;s success starts with its people. At our core, we Champion People, help our colleagues Grow with Purpose and true to our name we encourage colleagues to &ldquo;Be Alight.&rdquo;</p><p></p><p><b>
Our Values:</b></p><p><b>
Champion People </b>&ndash; be empathetic and help create a place where everyone belongs.</p><p><b>
Grow with purpose &ndash; </b>Be inspired by our higher calling of improving lives.</p><p><b>
Be Alight &ndash; </b>act with integrity, be real and empower others.</p><p></p><p>
It&rsquo;s why we&rsquo;re so driven to connect passion with purpose. Our team&rsquo;s expertise in human insights and cloud technology gives companies and employees around the world the ability to power confident decisions, for life.
</p><p></p><p>With a comprehensive total rewards package, continuing education and training, and tremendous potential with a growing global organization, Alight is the perfect place to put your passion to work.</p><p></p><p>
Join our team if you Champion People, want to Grow with Purpose through acting with integrity and if you embody the meaning of Be Alight.</p><p></p><p>
Learn more at careers.alight.com.</p><p></p><p><b>
(THE ROLE)</b></p><p><b>
Analyst &ndash; Customer Service (T3)</b></p><p></p><p>
The Analyst - Customer Service represents the Service Center which is responsible for delivering timely and accurate customer service through any/any/all the mediums i.e. on phone, web chat. The Customer Service Specialist post Go-Live/Certification is required to be an efficient communicator who is well versed with CS tools, domains, client plans and provisions. He/she reports to the assistant manager and may be aligned to one or multiple clients across various domains. <b>She/he is required to effectively communicate complex client plans and provisions aimed at driving first call resolution.</b> <b>She/he is expected to provide effective solutions within the scope of defined client plans and provisions helping the participants make an informed decision. </b>He/she will be required to adhere to Client Level &amp; internal Service Level Agreements&rsquo; and creates a positive participant experience through their knowledge, personal service, confidence building and timely resolution. This role may be leveraged across multiple teams.</p><p></p><p><b>
(RESPONSIBILITIES)</b></p><p></p><ul><li>
100% of production time to be spent logged in on calls</li><li>
Answer calls with an approach to deliver positive customer satisfaction</li><li>
Articulate complex client plans and provisions in a simplified and understandable manner helping participants make an informed decision</li><li>
Maintain internal &amp; client defined quality on calls</li><li>
Understands and contributes positively in meeting client SLA&rsquo;s &amp; targets</li><li>
Adheres to Customer Service Attendance &amp; Accountability policies</li><li>
Ensures Customer Service Representative, Team &amp; Client level targets (Customer Satisfaction, Service Level %, Average Handle Time, Session Time, Wait Time, Abandon Rate, Call back timeliness etc.) are met or exceeded consistently</li><li>
Take complete ownership of self-learning &amp; development</li><li>
Ensuring proper documentation and follow-ups and follow SOP&rsquo;s</li><li>
Articulate complex client plans and provisions in a simplified and understandable manner to take an informed decision.</li><li>
Helps in identifying issues, process delays, and quality problems and recommends solutions and executes.</li><li>
Work with leads to ensure delivery in accordance with standard operating procedures</li></ul><p></p><p><b>
(REQUIREMENTS)</b></p><p></p><ul><li>
Graduate in listed discipline (BA, B.Com, BCA aggregate marks of &gt;=55% ( No Gaps / Failure throughout Graduation)</li><li><b>
Work Experience of 4 - 6 years for International Customer Service &ldquo;Voice&rdquo;
</b></li><li>Prior Customer Service experience would be preferred</li><li>
Excellent verbal and written communication skills with least grammatical errors</li><li>
Basic computer operating skills required (MS- Office Applications)</li><li>
Appropriate Typing speed to be able to efficiently manage documentation during/post interaction</li><li><b>
Ability to work evening/night shifts</b></li><li>
Good analytical skills &amp; attention to detail.</li></ul><p></p><p><b>
Benefits</b></p><p>
We offer programs and plans for a healthy mind, body, wallet and life because it&rsquo;s important our benefits care for the whole person. Options include a variety of health coverage options, wellbeing and support programs, retirement, vacation and sick leave, maternity, paternity &amp; adoption leave, continuing education and training as well as a number of voluntary benefit options.
</p><p>By applying for a position with Alight, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Alight&rsquo;s employment policies. Background checks may include some or all the following based on the nature of the position: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, credit check, and/or drug test. You will be notified during the hiring process which checks are required by the position.</p><p></p><p><b>
Our commitment to Diversity and Inclusion</b></p><p></p><p>
Alight is committed to diversity, equity, and inclusion. We celebrate differences and believe in fostering an environment where everyone feels valued, respected, and supported. We know that diverse teams are stronger, more innovative, and more successful.</p><p></p><p>
At Alight, we welcome and embrace all individuals, regardless of their background, and are dedicated to creating a culture that enables every employee to thrive. Join us in building a brighter, more inclusive future.</p><p></p><p><b>
Diversity Policy Statement</b></p><p>
Alight is an Equal Employment Opportunity employer and does not discriminate against anyone based on sex, race, color, religion, creed, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, marital or domestic partner status, citizenship, military or veteran status, sexual orientation, gender, gender identity or expression, genetic information, or any other legally protected characteristics or conduct covered by federal, state or local law. In addition, we take affirmative action to employ and advance in the employment of qualified minorities, women, disabled persons, disabled veterans and other covered veterans.</p><p></p><p>
Alight provides reasonable accommodations to the known limitations of otherwise qualified employees and applicants for employment with disabilities and sincerely held religious beliefs, practices and observances, unless doing so would result in undue hardship. Applicants for employment may request a reasonable accommodation/modification by contacting his/her recruiter.</p><p></p><p><b>
Authorization to work in the Employing Country</b></p><p>
Applicants for employment in the country in which they are applying (Employing Country) must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the Employing Country and with Alight.</p><p></p><p>
Note, this job description does not restrict management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.</p><p></p><p>
We offer you a competitive total rewards package, continuing education &amp; training, and tremendous potential with a growing worldwide organization.</p><p><b><br>
DISCLAIMER:</b></p><p><br>
Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.</p>
.</div>

T3 - Analyst Customer Service

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