2nd Tier Customer Support Analyst - Caspar (Pune Based)
About the role
We are actively seeking to recruit a candidate into our Portfolio Division to assist in the support of primarily our Caspar platform, with some cross-skilling on our wider offerings as we look to merge with a larger support team.
The ideal candidate should have experience in web application support, troubleshooting and experience working with Developers to ensure rounded experience for our customer base.
Joining Idox as a 2nd Tier Service Desk Analyst opens up a number of career paths including Web Development, Project Management and Professional Services, consulting and advisory work. As a member of the ServiceDesk team within the Public Sector Software Division, a 2nd Tier Service Desk Analyst also sets out a first-class Customer Service career path.
This particular role supports our Portfolio Division customers and software users. Delivered as software as a service (SaaS) solution,
Caspar is used to manage financial and case management processes in situations where organisations are responsible for managing money on behalf of others.
To support these essential services, you’ll take full ownership of support incidents, fully investigating and effectively progressing each service ticket to the point of satisfactory resolution. You’ll be keeping all parties up to date on progress, ensuring that all incident records are accurately logged and fully completed, paying close attention to compliance, process and recording, as well as fully supporting our customer.
Knowledge and Experience required:
Desirable
Experience supporting a SaaS product or working in a service desk environment
Experience in case management, financial systems, or workflow-driven applications
Experience creating reports or configuring system templates
Essential
Experience supporting customers or users with a software application or significant hands-on use of a complex system in a qualified setting
Strong problem
📌 Customer Support Analyst (Pune)
🏢 Idox
📍 Pune