Customer Support Analyst

AVEVA is creating software trusted by over 90% of leading industrial companies. This position serves an important function within the Customer Support organization, receiving and resolving customer inquiries via telephone, email, chat, or internet.

Requirements

• Receive phone calls, chats, emails, web inquiries and acknowledge within defined SLAs
• Verify and update contact information
• Entitlement management and enforcement
• Create case for incoming inquiry if customer has required entitlement.
• Resolve simple script driven cases
• Forward/Handle material/service/training requests to relevant regional teams
• Forward technical cases to the relevant Local / Regional Level 2/ Technical Success Manager / Solution Support team(s)
• Pro-actively and on-demand, schedule services based on entitlements
• Other administrative / ad-hoc activities: Customer Surveys.
• Perform other job-related duties and special projects as assigned.
• Preparation of Power point presentations
• Reporting of customer support utilization, customer support operations
• Collaboration within and across teams.

Benefits

• Gratuity
• Medical and accidental insurance
• Attractive leave entitlement
• Emergency leave days
• Childcare support
• Maternity, paternity and adoption leaves
• Education assistance program
• Home office set up support (for hybrid roles)
• Well-being support