Analyst, Customer Support

As a Customer Support Analyst at Riskonnect, your primary role responsibilities include: - Providing 1st line user support for client applications - Responding to client inquiries within SLAs through phone or email - Identifying root cause of issues and resolving them promptly or escalating to internal departments - Managing customer expectations, communicating status and resolution, and providing timely feedback - Updating and assigning support cases using internal systems - Developing a deep understanding of clients' applications and sharing knowledge with others - Supporting Customer Success Managers with client queries or billable tasks - Maintaining a professional and friendly approach with honesty and integrity In addition to the above, you are expected to have: - High level knowledge of Databases, SaaS, and IT systems - Excellent verbal and written communication skills - Customer service experience - Proven problem-solving skills - Understanding of ITIL methodology and Software Design Lifecycle Cycle - Knowledge of commercial business practices, with an advantage if familiar with Risk and Insurance industry You should have a minimum of 2 years of work experience and preferably hold a Bachelor's degree or equivalent in information systems, risk management, or customer service related field. The working hours for this role are 8AM-5PM EST/EDT (6.30PM-3.30AM IST). As a Customer Support Analyst at Riskonnect, your primary role responsibilities include: - Providing 1st line user support for client applications - Responding to client inquiries within SLAs through phone or email - Identifying root cause of issues and resolving them promptly or escalating to internal departments - Managing customer expectations, communicating status and resolution, and providing timely feedback - Updating and assigning support cases using internal systems - Developing a deep understanding of clients' applications and sharing knowledge with others - Supporting Customer Success Managers with client queries or billable tasks - Maintaining a professional and friendly approach with honesty and integrity In addition to the above, you are expected to have: - High level knowledge of Databases, SaaS, and IT systems - Excellent verbal and written communication skills - Customer service experience - Proven problem-solving skills - Understanding of ITIL methodology and Software Design Lifecycle Cycle - Knowledge of commercial business practices, with an advantage if familiar with Risk and Insurance industry You should have a minimum of 2 years of work experience and preferably hold a Bachelor's degree or equivalent in information systems, risk management, or customer service related field. The working hours for this role are 8AM-5PM EST/EDT (6.30PM-3.30AM IST).