Acknowledging and triaging the support requests.

Handling ticket management system and updating with correct and relevant information whenever necessary.

Promptly elevating the request to next level if unable to resolve and coordinating with respective SMEs.

Escalating on elevated requests wherever necessary.

Building the knowledge base from use cases and using the same while triaging other related requests.

Identifying repeat issues and tagging them to problems.

Professional, in-time and appropriate customer communication to provide them complete insight of the issue and/or the resolution provided or around the future course of action.

Seamless handover of issues within the team.

Participate in regular review, contribute with ideas around the issues, and provide necessary updates.

Help drive process optimization changes to improve the overall support operations.

Sharing knowledge with peers as well as learning from them to eliminate and knowledge gaps.

Mandatory Requirements:
- Excellent verbal/written communication skills,



as would need to engage with partners to understand their business needs and requirements and work closely with colleagues, and customers to gather information, so they need to have strong verbal and written communication skills, as well as be positive listeners.
- Be familiar with ticket Handling system.
- Project management skills and expertise in designing and implementing process improvements.
- Proven technical, analytical, and functional skills.
- Participate in the problem resolution.
- Create marketing metrics, custom reports, and dashboards to enable data-driven decisions.
- Problem-solving abilities: Must have strong troubleshooting skills to find new ways to help clients achieve their goals.
- Advanced level in MS-Excel.
- Responsible for analysis and evaluation of user business problems and development of business system or process recommendations to meet requirements, including problem definition, evaluation of requirements,

📌 Business Process Associate (Gurugram)
🏢 Agilent Technologies (International)
📍 Gurugram