Ey Subscriptions Support Associate - Bengaluru, India - EY

Verified Company

Bengaluru, India

2 weeks ago

Posted by:

Deepika Kaur

beBee Recuiter

Description

At EY, you'll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you.

And we're counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.

Career Family Operations

Role Type Support Services

Current Rank:

Career Framework Role Description

Supports the daytoday activities of the support team to ensure the smooth, ongoing operation of a support and solution to the user community
Provide support to EY and external clients on EY Subscriptions platform
Collaborates with other groups to gain an understanding of key business processes, products and services to assist with support engineering activities

Responsibilities

Ensure relevant account changes are made based on the requests received

Call support:

Manage incoming calls and schedule meetings/ calls when necessary to assist clients or callers on the issue within the defined SLA
Ability to coordinate, communicate, explain the functionality of the system at all levels within the organisation

Chat support:

Monitor incoming chats and respond to queries within SLA

Service Now:

Ensure ticket is created for every query/ issue with clear documentation of all required information
Escalate as per requirement to right team
Monitor tickets assigned to the group to ensure it is handled/ actioned within SLA
Follow up on pending tickets with user/requestor or technical team regularly
Ensuring the ticket is regularly updated with latest information on the issue and closed as per process defined.
Liaise with other technical teams for the escalated tickets to be resolved

Other responsibilities:

Collaborate with other engineering groups to gain an understanding of products and services to provide technical support activities
Participate in UAT testing, enhancement planning discussion when necessary
Contribute to knowledge management
Recommend process improvements on daytoday activities
Basic reporting skills

Skills & Knowledge including technical knowledge

Demonstrates understanding of technology including Internet, browser, Cloud environment and web platforms
Has developing knowledge of business processes, products and services, within agreed areas of expertise and is able to provide input to key stakeholders such as Product Owners, business sponsors and Service Delivery Managers on straightforward queries
Flexible to work in any shift based on Business requirement.
Ability to multitask, confident and assertive
Knowledge of Ticket management, documentation in Service Now or other ticketing tool
Good communication skills with the ability to professionally communicate at all levels of the organization
Excellent teaming and interpersonal skills
Prioritization, good time management and Co-Ordination Skills
Positive attitude and ability to excel under tight timelines
Solution oriented mindset.
Strong trouble shooting skills
Good Knowledge of Internet and troubleshooting on various browsers
Basic understanding of cloud environment and its functionality

Experience

Basic experience in customer facing roles
Basic understanding of modern technology solutions including cloud service.

years of experience is a requirement

Typical Education/ To Quality

Bachelor's degree of any discipline
Should have excellent verbal and written communication and analytical skills

Typical Certifications

ITIL Foundation Certificate
Similar Titles in the Market Support Analyst, Helpdesk support agent, Level 1 support associate

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