CA Technologies

CA Technologies  provides IT management solutions that help customers manage and secure complex IT environments to support agile business services. Organizations leverage CA Technologies software and SaaS solutions to accelerate innovation, transform infrastructure and secure data and identities, from the data center to the cloud.Our solutions and services are the foundational elements for the deep insight and exceptional control necessary to make the promise of flexible IT and agile...
Vacancy: Customer Support Analyst
Job Detail:

RESPONSIBILITIES

  • Work in either Service Desk or on the client site to coordinate, diagnose and troubleshoot incoming employee calls or incident tickets.
  • Provide highly visible customer support through the performance of onsite installation, as well as overseeing any necessary diagnosis, troubleshooting, service and repair of complex equipment and systems.
  • Provide support services to employees with information technology issues involving applications or data, and educational technologies.
  • Provide timely resolution of problems or escalation on behalf of customer to appropriate personnel, and provides case status updates to management and end-users.
  • Develop, document and implement standard operating procedures and customer service guidelines.
  • May be involved in supporting conferences and large training meetings of users in one location. During these times, local support is critical and provides proactive time for upgrades, maintenance, etc.
  • Make routine or required customer actions to meet customer needs. Respond promptly and accurately to customer complaints, inquiries and requests for information and coordinate appropriate follow-up. May handle escalated issues passed on from co-workers or subordinates.
  • During times of emergencies, outages and project planned work; be on call and available until the event is addressed. During system conversions, extra effort may be required in order to ensure the roll out of the system is successful.
  • Perform other job-related duties as assigned.
Posted On:  25/10/2013
Post: Customer Support Analyst
Functional Area: BPO
 
Job Type: Full Time
City:    Hyderabad,
Experience: 0-1 Years
Job Opening Date: Not Available
Qualification:   Graduate/B.Tech/MCA.
 
Post:    - Free

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