DESCRIPTION

The SENIOR ANALYST – CUMMINS CARE OPERATIONS provides advanced customer support for Cummins digital tools and services. Acting as a subject matter expert, this role handles escalated and non-routine customer issues across multiple channels (phone, email, chat), and contributes to service improvement, team training, and knowledge development. The role is essential to driving customer satisfaction and operational efficiency in a global, multi-channel support environment.

EDUCATION:

• High school diploma or equivalent is required.
• Bachelor’s degree in computer science, IT, Business Administration, or related field preferred.

EXPERIENCE:

• 8–10 years of experience in customer care, digital product support, or technical operations.
• 2–3 years in a team leadership, coordination, or supervisory role.
• Proven experience in subscription management, ticketing tools, and CRM systems (e.g., Salesforce).

PREFERRED TECHNICAL SKILLS:

• Proficiency with support tools like Genesys, Salesforce, or similar CRM/ticketing systems.
• Familiarity with customer call platforms and analytics/reporting tools.
• Strong knowledge of digital product lifecycles and support architecture.
• Excellent problem-solving, organizational, and leadership qualities.

Please refer the Job description for details