Customer Services Module Lead-Service Support at Sopra Steria

Noida, Uttar Pradesh, India -

Full Time

Start Date

Immediate

Expiry Date

02 Apr, 26

Salary

0.0

Posted On

02 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Incident Management, Customer Support, Technical Expertise, Documentation, Communication, Collaboration, Process Management, Customer Relationship Management, Organizational Skills, Flexibility, Self-Motivation, ITIL Certification, ITSM Tools, Data Manipulation, Microsoft Office, Power BI

Industry

Information Technology & Services

Description

Company Description SBS is a global financial technology company that’s helping banks and the financial services industry to reimagine how to operate in an increasingly digital world. SBS is a trusted partner of more than 1,500 financial institutions and large-scale lenders in 80 countries worldwide, including Santander, Societé Generale, KCB Bank, Kensington Mortgages, Mercedes-Benz, and Toyota FS. Its cloud platform offers clients a composable architecture to digitize operations, ranging from banking, lending, compliance, to payments, and consumer and asset finance. With 3,400 employees in 50 offices, SBS is recognized as a Top 10 European Fintech company by IDC and as a leader in Omdia’s Universe: Digital Banking Platforms. Job Description Incident Management: o Receive and log incident reports from internal and external customers. o Analyze and resolve technical issues promptly and efficiently. o Escalate incidents as necessary, ensuring timely resolution. Customer Support: o Provide excellent customer service, establishing rapport with users and stakeholders. o Keep customers informed of incident progress and resolution timelines. o Demonstrate effective communication skills, both written and verbal. Technical Expertise: o Utilize hands-on experience with ITSM tools for incident tracking and resolution. o Manipulate and analyze data to identify trends and patterns. o Collaborate with technical teams to troubleshoot and resolve complex issues. Documentation: o Prepare clear and concise documentation for incident reports and resolutions. o Create user-friendly guides and knowledge base articles. Communication and Collaboration: o Communicate technical concepts in user-friendly language. o Collaborate with cross-functional teams to address and resolve technical issues. o Participate in team meetings and contribute to continuous improvement initiatives. Process Management: o Follow established processes and procedures for incident resolution. o Identify opportunities for process improvement and suggest enhancements. Customer Relationship Management: o Build and maintain strong customer relationships. o Proactively identify and address customer needs and concerns. Organizational Skills: o Prioritize and manage multiple requests in a fast-paced environment. o Pay strong attention to detail in all aspects of work. Flexibility and Shift Work: o Willingness to work in a flexible schedule, including shifts. o Ability to adapt to changing work patterns and demands. Self-Motivation: o Work independently with minimal supervision. o Demonstrate a proactive and results-oriented approach. Total Experience Expected: 04-06 years Qualifications · 4-6 years of experience as a Service Desk Analyst · ITIL V3/V4 certification · Excellent communication skills (written & verbal) · Hands-on experience with ITSM tools · Strong attention to detail · Excellent Microsoft Office (Outlook, Word, and Excel) and Power BI skills · Data manipulation and analytical skills · Ability to work without daily management supervision · Team player with a positive 'can-do' attitude · Strong organizational skills and ability to prioritize · Willingness to work in a flexible work pattern and shifts · Self-motivated with a commitment to achieving results Additional Information Secondary Location:Noida Campus At our organization, we are committed to fighting against all forms of discrimination. We foster a work environment that is inclusive and respectful of all differences. All of our positions are open to people with disabilities.

Responsibilities

The Customer Services Module Lead-Service Support is responsible for managing incident reports, providing customer support, and collaborating with technical teams to resolve issues. The role also involves documenting incidents and maintaining strong customer relationships.