Work Mode: Hybrid / APAC Business Hours (Specifically for AU region) From 6 AM to 3:00 PM

Location: Bangalore

Job Summary

AU Support and Operations team is seeking a customer-focused and analytical Support Analyst to join our Analytical Response Team (ART). The role serves as the primary point of contact for external clients and internal business stakeholders across CLIENT's Australia and New Zealand (AU & NZ) business. The successful candidate will be responsible for managing client queries, coordinating issue resolution across multiple support teams, and ensuring timely delivery of solutions while maintaining a high level of customer satisfaction.

This role requires strong analytical capabilities, stakeholder management skills, and a solid understanding of data-driven support operations.

Responsibilities

Willingness to work in shifts (AU Business hours) including weekends and public holidays whenever required. Flexibility and available on phone/email for the team for any off-business hours support.
Act as the first point of contact for external clients,



Key Account Managers (KAMs), and internal business stakeholders.
Monitor and manage shared support mailboxes, ensuring timely acknowledgement and response to client requests.
Build effective working relationships with clients and internal teams to ensure seamless support delivery
Maintain qualified communication and provide regular updates to stakeholders throughout the issue resolution lifecycle.
Review, analyse, and triage incoming requests, incidents, and data-related queries.
Raise support tickets/cases on behalf of clients and ensure accurate documentation of requirements.
Route requests to the appropriate internal support teams when outside the team's scope.
Take end-to-end ownership of assigned tickets and act as the central coordinator until resolution.
Follow up with support teams to ensure SLA commitments are met and client expectations are managed effectively.
Analyse client requests to identify

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