IT Support Shift Analyst

You will be part of a global company dedicated to powering Digital Freedom through trusted consumer brands like Norton, Avast, LifeLock, and MoneyLion. Your role will involve engaging with Gen customers, conducting root cause & log analysis, and representing the Voice of Customers to internal stakeholders. You will resolve customer queries through various support contact methods and collaborate with Support partner management teams to improve NetSat/Resolution rate/Case Handled time. Your key responsibilities will include: - Resolving customer queries via standard support contact methods such as phone, chat, email, and remote access - Collaborating with Support partner management teams to improve SLA parameters - Analyzing top technical and transactional contact generators and identifying root causes and efficient UX - Making data-backed suggestions to enhance overall customer experience - Testing new concepts/ideas with customers to gauge impact on wider customer population - Providing feedback and suggestions to Support Delivery teams to enhance product/service performance Qualifications required for this role: - Minimum 2 to 3 years of work experience in customer service/technical support - Bachelor's Degree, applicable certification, or equivalent experience - Excellent knowledge of MS Office, particularly Excel, pivot tables, and PowerPoint - Strong problem-solving skills and business analysis knowledge - Qualifications and/or experience in data analysis is an advantage - Technical knowledge of Network & All Operating systems (Mac, Windows, iOS & Android) - Ability and willingness to work shifts when required Please note that the hiring process involves a TA Call, Tech Interview, and Final Interview with the Hiring Manager, which can be conducted virtually or face-to-face. You will be part of a global company dedicated to powering Digital Freedom through trusted consumer brands like Norton, Avast, LifeLock, and MoneyLion. Your role will involve engaging with Gen customers, conducting root cause & log analysis, and representing the Voice of Customers to internal stakeholders. You will resolve customer queries through various support contact methods and collaborate with Support partner management teams to improve NetSat/Resolution rate/Case Handled time. Your key responsibilities will include: - Resolving customer queries via standard support contact methods such as phone, chat, email, and remote access - Collaborating with Support partner management teams to improve SLA parameters - Analyzing top technical and transactional contact generators and identifying root causes and efficient UX - Making data-backed suggestions to enhance overall customer experience - Testing new concepts/ideas with customers to gauge impact on wider customer population - Providing feedback and suggestions to Support Delivery teams to enhance product/service performance Qualifications required for this role: - Minimum 2 to 3 years of work experience in customer service/technical support - Bachelor's Degree, applicable certification, or equivalent experience - Excellent knowledge of MS Office, particularly Excel, pivot tables, and PowerPoint - Strong problem-solving skills and business analysis knowledge - Qualifications and/or experience in data analysis is an advantage - Technical knowledge of Network & All Operating systems (Mac, Windows, iOS & Android) - Ability and willingness to work shifts when required Please note that the hiring process involves a TA Call, Tech Interview, and Final Interview with the Hiring Manager, which can be conducted virtually or face-to-face.