A Customer Support Analyst (Level 2 Support) will use a mix of technical, functional,
communication and client service skills to play a key part in the success.
• Main responsibilities include fulfilling service requests, creation and maintenance of
knowledge base articles, supplemental incident and problem management tasks,
ensuring appropriate triaging of complex technical issues; creating and analyzing reports
in ServiceNow and/or PowerBi
• They will support the work of Delivery leads and/or Portfolio Managers by helping
onboard products to Digital Operations and track projects to completion. Sometimes,
they will help cover the excess workload and act as a back-up when needed.
• In addition, individuals must be comfortable working and speaking with a wide range of
people in various positions, including project managers, clients, support staff and
vendors.
• Acting as a liaison and contribute to relationship building between cross functional
teams, they should display solid communication skills – both verbal, professional
writing, and presentation skills
Experience:




• 1-3 years' work experience in Service Delivery in a large-scale cloud environment with
focus on request fulfilment, incident response, escalation procedures, problem
management and knowledge management while adhering to service-level objectives
• Handling level 2 functional and technical support to resolve issues including
o diagnosing and in-depth and complex troubleshooting application issues
o working with the client teams and when necessary, end users
o serves as a primary point of contact for client escalations
o product oriented support experience
o Triaging incoming requests (via ServiceNow) and where needed, escalating to
SRE and application support (L3/4) teams
• Creating and analyzing reports in ServiceNow and/or PowerBi detailing use of the
application by end users as well as data regarding ticket volume, incident resolution, SLA
adherence, trend analysis and other related ITIL based issu

📌 Customer Support Analyst (India)
🏢 Elfonze Technologies
📍 India