We are looking for a proactive and sharp Business Analyst to handle advanced customer queries, communicate effectively with clients, and ensure seamless project delivery. As part of the account management team, you will gather requirements, customise the solution, and deliver excellent service to our customers.

RESPONSIBILITIES

Ticketing and Documentation

• Manage ticketing for enterprise accounts, ensuring accurate and prompt updates for client inquiries and issues.
• Maintain detailed records of customer interactions, technical issues, and solutions provided.
• Contribute to knowledge-based articles, technical guides, and documentation to support client self-service.

Advanced Customer Support

• Address and resolve complex customer queries and escalated issues.
• Act as a primary point of contact for enterprise clients, providing specialized support and guidance.
• Coordinate with internal teams to troubleshoot and deliver timely resolutions.
• Build and maintain strong relationships with clients, ensuring a smooth and positive experience.

Implementation and Project Support

• Participate in requirement-gathering sessions with enterprise clients to understand project needs and objectives.
• Collaborate with the implementation team to create and manage project plans tailored to client requirements.
• Assist in the setup, configuration, and testing of products to ensure successful client onboarding.
• Document all project-related activities, including client requirements, ticket resolutions, and project milestones.

QUALIFICATIONS

Technical Skills

• 1.5+ years in customer support or technical support with experience in handling enterprise clients.
• Strong understanding of technical support processes and troubleshooting methods.
• Proficiency in help desk/ticketing systems and CRM platforms.
• Proficiency in MS-Office.
• Excellent English.

Soft Skills

• Excellent communication and interpersonal skills, especially with high-profile clients.
• Ability to work independently, manage priorities, and collaborate effectively across teams.
• Detail-oriented and organized, with a focus on delivering top-tier service.
• Problem-solving mindset with an eagerness to exceed customer expectations.

Experience

• 1.5+ year in customer support or technical support.

Languages

• Excellent English: both written and spoken.
• Other languages are a plus, but not a requirement.

• Graduates in BIM, BCA, BIT, or equivalent professional apprenticeship.