Senior Analyst – Email Queue Management
India | Full-time | Digital
Shift Timings – APJ (6:30 a.m. – 3:30 p.m.) | Management Level – Senior Analyst | Travel Requirements -NA
Specialism - Server Access and Installation Management
We’re looking to add an L1 Email Queue Management Analyst to the talent pool. The role reports to Senior Process Manager – Creative and will be a key influencer of our digital identity.
The ideal candidate should have an overall experience of 3 to 5 years in Server Access and Installation Management with a minimum of 2 years in queue handling, IT troubleshooting via email with strong server access management skills.
The ideal candidate must possess strong communication skills, with an ability to listen to and comprehend information and share it with all the key stakeholders, highlighting opportunities for improvement and concerns, if any. He/she must be able to work collaboratively with teams to execute tasks within defined timeframes while maintaining high-quality standards and superior service levels. The ability to take proactive actions and willingness to take up responsibility beyond the assigned work area is a plus.
Senior Analyst – Email Queue Management Roles and Responsibilities
Provide first-line technical support on email for end-users of clients
Answer routine technical questions, and recommends and implements approved course of action
Walk customers through the step-by-step process for troubleshooting access and software issues as per client troubleshooting articles
Collaborate with client end Level 1 and 2 technical support and software systems engineering to solve technical network issues as needed to support wide-area issues and complex incidents
Work as an independent resource
Technical and Functional Skills
Bachelor’s degree with 3 to 5 years of experience in Server Access and Installation Management, operating systems and software work
Minimum 2 years of hands-on experience in queue handling, IT troubleshooting via email or chat related server access management for desktop and online
Ability to diagnose any access, hardware and software issues raised by the client on email and over the phone
Following instructions, either written or in diagram form, to set up a system or fix a fault
Capacity to clearly explain and troubleshoot a technical problem to a colleague/customer
People Skills and Other Personality Traits
Must be detail-oriented and well organized
Must be aware of the latest techniques and procedures used in designs. Oversee usage of new techniques and processes to provide best quality of designs
Ability to handle multiple projects and prioritize different tasks
Ability to use an analytical and artistic approach to solve complex creative issues
eClerx provides critical business operations services to over fifty global Fortune 500 clients, including some of the world’s leading companies across financial services, cable & telecom, retail, fashion, media & entertainment, manufacturing, travel & leisure, software, and high-tech. Incorporated in 2000, eClerx is one of India’s leading process management and data analytics companies and is today traded on both the Bombay and National Stock Exchanges of India. eClerx employs 9,500-plus people across its global sites in the US, UK, India, Italy, Germany, Singapore, Thailand.
eClerx Digital is the trusted partner of choice to the world’s largest global brands for creative production, eCommerce/ Web Operations, and analytics & insight services. We improve profitability for their digital businesses. Using the Follow the Sun delivery model, our team of 3,000+ full-time digital delivery employees – at our five productions hubs in Mumbai, Pune, Chandigarh, Verona, and Phuket – applies deep digital expertise to support the most demanding global clients effectively. eClerx Digital’s innovative delivery model drives the ‘metrics that matter’ for our clients: improved acquisition, conversion and retention, and overall lifetime value of your customer 24/7/365.
eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, per applicable law.