Hyderabad, India

Support Analyst – Tech

India

Reports to: Director

Position summary

At Winshuttle our Support Analysts are key contributors to the global Customer Services organization. They play a pivotal role in solving a wide range issues within our customer base; all the way from basic to more complex. Individuals in this role are passionate about working with customers and display that passion by making every interaction an exceptional experience. We look for individuals with a great personality and an ability to solve customer problems in a fast and efficient manner.

The ideal candidate is one with drive and ambition; who’s looking for a career, not just a job. We place high emphasis on punctuality, performance and positivity within the organization.

About Winshuttle

Are you interested in working in a fun, collaborative environment, for an award winning workplace? Winshuttle is dedicated to fostering a culture of respect and innovation to support and empower employees' ambitions. We're constantly looking for entrepreneurs who aren't afraid to think outside the box, and don't take themselves too seriously. We embrace and support our employees who seek opportunities for continued learning, inspire others, and live and breathe our core PACT values. We have a work hard, play hard mentality; we're constantly evolving lean solutions for ERP business processes by day, and dominating on the frisbee golf course by night. Our strength and competitive advantage stems from our awesome employees, and we strive to create a balanced work life that is as inspiring and rewarding as life at home. Think you might be a great fit?

Essential functions and responsibilities

  • Resolve basic to intermediate support and licensing requests in non-production and production environments
  • Escalate and/or request assistance to manage complex problems
  • Answer support line calls
  • Accept and troubleshoot customer cases submitted to a global queue
  • Assist lower level team members learning the role and trade
  • Assist with complex internal and external license issues
  • Leverage the Knowledge Centered Support (KCS) methodology for solving and documenting case resolutions
  • Author and publish KCS articles as a byproduct of solving issues
  • Develop and maintain basic Winshuttle product knowledge
  • Assist with Sales Ops/License fulfillment duties as needed
  • Continual learning of product functionality and new features
  • Good communication skills are essential to meeting the above role responsibilities
  • Demonstrated ability to work within support tools and manage work volume as communicated by manager
  • Customer service oriented
  • Participate and manage internal projects
  • Flexible schedule and extended hours may be required

Desired behaviors

  • Receptive to change – is flexible, seeks and adopts improved approaches and processes.
  • Initiates action – is results oriented, takes responsibility for actions and outcomes. Meets commitments and strives for high performance.
  • Manages the workload – makes timely decisions, prioritizes effectively, solves problems, monitors results and takes remedial action where necessary.
  • Technically proficient – knows role and has a solid familiarity with tasks and responsibilities.
  • Takes responsibility for own learning – knows personal strengths and recognizes development needs. Is open to feedback and always seek to learn.
  • Communicates ideas – strong facilitation and written communication, proposes a way forward. Listens to views of colleagues and takes in diverse perspectives.
  • Works collaboratively – shares information, fosters teamwork and contributes to positive work environment where people want to come to work.
  • Display ethical character and competence – acts with integrity and intent, is accountable for own actions, behaves according to the PACT values. Act as a good citizen of Winshuttle.

Knowledge

  • Demonstrated ability to work independently and with a team to manage multiple projects concurrently
  • Proven ability to effectively communicate with customers via phone and email
  • Intermediate troubleshooting skills
  • Ability to read and interpret technical information

Experience

  • 2+ years of related experience and/or Bachelor Degree with 0-2 years’ experience
  • Basic understanding of Microsoft server-side product stack (Windows Server, SharePoint and SQL)
  • Demonstrated aptitude for reading and writing coding languages. Preferred languages: HTML, JavaScript, PowerShell
  • Demonstrated ability to navigate Windows Server OS
  • Preferred experience in one or more of the following: A CRM system (Preferred SalesForce.com), Ticket tracking system, Licensing software or any other Business applications
  • Preference given for SalesForce.com and JIRA experience or exposure

This job posting does not imply that these are the only duties to be performed. Employees occupying this position will be required to follow any other-related instructions and to perform any other job related duties requested by their supervisor. To perform this job successfully, an individual must be able to perform each essential duty and meet the physical requirements satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.