Analyst/Associate - Customer Success Operations (2-3 Yrs) Pune (After-Sales/Customer Service)

Ticket Management:- Manage and respond to queries received through the helpdesk mailbox using ticket management tools.- Prioritize, categorize, and resolve support tickets efficiently and effectively, ensuring adherence to Process and SLAs.Customer Query Resolution:- Address customer admin and employee queries related to equity management processes with clarity and accuracy.- Draft professional and customer-friendly responses to minimize ticket reopening after resolutions.Communication:- Liaise with internal teams to resolve complex queries and provide timely updates to customers and their employees.- Communicate clearly and confidently in English, ensuring customer satisfaction at every touchpoint.Documentation & Reporting:- Maintain detailed records of all support interactions, resolutions, and follow-ups in the ticketing system.- Generate and share periodic helpdesk performance reports with the leadership team.Process Improvement:- Analyze recurring issues and work with internal stakeholders to improve workflows and reduce ticket volumes.- Suggest enhancements to FAQs, knowledge bases, and automated responses for efficiency.Helpdesk Ownership:- Ensure the overall performance of the helpdesk in terms of ticket resolution time, quality of responses, and customer satisfaction.- Act as a key contributor to maintaining a customer-centric helpdesk environment. (ref:updazz.com)

Payroll Type : Permanent