We are looking for a Technical Support Analyst to support and optimize our large-scale contact center platforms within a fast-paced financial services environment. You will be the go-to technical partner for business units, resolving issues, improving processes, and ensuring reliable customer-facing operations.
Please share an updated profile to
[email protected]
(+91) 74839 25904
Mode of Work:Remote
Key Responsibilities
- Provide technical support for contact center applications, including IVR, ACD, call routing, WFM, and reporting
- Troubleshoot and resolve incidents for internal and external clients, maintaining composure under pressure
- Support CRM integrations (Salesforce, ServiceNow) and VoIP systems
- Write SQL queries to build and validate reports
- Document business problems and solutions accurately
- Manage multiple projects and deadlines, driving process improvements
- Collaborate with stakeholders ranging from non-technical users to developers
- Mentor junior team members
Required Qualifications
- 3-5 years of experience in a Technical Client Support or Technical Analyst role
- Bachelor's degree in Computer Science, Information Systems, or a related field
- Strong understanding of IVR, ACD, WFM, call routing, and reporting
- Experience supporting large-scale contact center operations and application/product support
- Working knowledge of SQL querying and reporting
- Proficiency in MS Office, including SharePoint, Visio, and Project
- Strong analytical, critical-thinking, and problem-solving skills
- Excellent interpersonal and communication skills, with a robust client service orientation
- Ability to prioritize in a high-pressure environment; self-motivated and follow-through oriented
Preferred Qualifications
- Certifications such as NICE CXone, CCNA, or ITIL
- Familiarity with WFM tools, Salesforce, ServiceNow, and VoIP
- Project management or process improvement experience
- Background in financial services technology.
📌 CXOne System Administration (Bengaluru)
🏢 Simpliigence
📍 Bengaluru