Canvas Client Portal L2 Support Agent - Bengaluru, India - EY

Verified Company

Bengaluru, India

3 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.

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Responsibilities:

ServiceNow:

Review requests received via ServiceNow
Maintain the SLA on all tickets assigned to the queue
Ensure clear documentation of tickets
Maintain good quality on tickets
Identify instances when the issue should be escalated to Level
Followup on pending tickets and maintain 3strike policy on all pending tickets
Ability to pull up reports within ServiceNow
Liaise with L3 team to take the ticket through resolution
Monitor the mailbox and provide timely responses within SLA

Call:

Schedule calls with clients when required and interact with clients directly to resolve issues faster
Liaise with different teams and coordinate calls with the client and relevant technical teams
Ability to communicate at senior levels within the organization

Skill set requirements:

Must-have

Excellent customer service skills
Good communication skills with the ability to professionally communicate at all levels of the organization
Excellent written and verbal communication
Strong Analytical skills
Strong troubleshooting skills
Good verbal communication skills to communicate with the client via phone and chat when there is a need to connect with the client to troubleshoot issues
Basic understanding of client data handling
Ability to collaborate with EY internal/ vendor teams
Attitude and aptitude to work in a fastchanging environment
Have an inclusive approach while working with culturally diverse teams

Good-to-have

Good technical knowledge of internet and understanding of scripts/ codes within the system
Good understanding of ticket documentation and ServiceNow or any other ticketing tool
Knowledge on SQL would be ideal as this role will be expected to analyse logs on SQL DB

Mandatory requirements:

Flexible to work on any shift based on business requirements
Willing to work from the base location
Bangalore
Willing to work from office only based on business requirements

EY | Building a better working world

EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.

Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.

Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.