IT Support Analyst - NIGHTS

Role Overview: You will be responsible for resolving technical issues for customers on SAP Learning, Training Shop & Certification Hub. You will communicate professionally with global customers via ticketing systems and handle customer escalations effectively. Collaborating with internal global teams to deliver high-quality support will be a key part of your role. You must take ownership of issues, ensure timely resolution, and perform root cause analysis for reported incidents. Generating and delivering reports on learning usage and customer requests, providing feedback to product/technical teams for continuous improvements, ensuring GDPR compliance across processes, and contributing to process improvements and efficiency are also part of your responsibilities. Key Responsibilities: - Resolve technical issues for customers on SAP Learning, Training Shop & Certification Hub - Communicate professionally with global customers via ticketing systems - Handle and manage customer escalations effectively - Collaborate with internal global teams to deliver high-quality support - Take ownership of issues and ensure timely resolution - Perform root cause analysis for reported incidents - Generate and deliver reports on learning usage and customer requests - Provide feedback to product/technical teams for continuous improvements - Ensure GDPR compliance across processes - Contribute to process improvements and efficiency Qualification Required: - 2-4 years of experience in BPO/Call Centre (international voice/blended process) - Bachelors degree in technical field (BCA / B.Tech / B.E.) - Strong experience in customer handling & escalation management - Excellent verbal & written English communication skills - Comfortable working in rotational/night shifts Additional Details: The company offers perks and benefits including both-side cab facility (within hiring zone), a 5-day work week, and a global exposure & collaborative work environment. Role Overview: You will be responsible for resolving technical issues for customers on SAP Learning, Training Shop & Certification Hub. You will communicate professionally with global customers via ticketing systems and handle customer escalations effectively. Collaborating with internal global teams to deliver high-quality support will be a key part of your role. You must take ownership of issues, ensure timely resolution, and perform root cause analysis for reported incidents. Generating and delivering reports on learning usage and customer requests, providing feedback to product/technical teams for continuous improvements, ensuring GDPR compliance across processes, and contributing to process improvements and efficiency are also part of your responsibilities. Key Responsibilities: - Resolve technical issues for customers on SAP Learning, Training Shop & Certification Hub - Communicate professionally with global customers via ticketing systems - Handle and manage customer escalations effectively - Collaborate with internal global teams to deliver high-quality support - Take ownership of issues and ensure timely resolution - Perform root cause analysis for reported incidents - Generate and deliver reports on learning usage and customer requests - Provide feedback to product/technical teams for continuous improvements - Ensure GDPR compliance across processes - Contribute to process improvements and efficiency Qualification Required: - 2-4 years of experience in BPO/Call Centre (international voice/blended process) - Bachelors degree in technical field (BCA / B.Tech / B.E.) - Strong experience in customer handling & escalation management - Excellent verbal & written English communication skills - Comfortable working in rotational/night shifts Additional Details: The company offers perks and benefits including both-side cab facility (within hiring zone), a 5-day work week, and a global exposure & collaborative work environment.