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Job Description
Senior Customer Analyst
Experience: 2-4 Years

Must Have:

  • Excellent verbal and written communication skills, preferably with a US accent.
  • Experience with ServiceNow Incident and Request Management modules.
  • Ability to handle customer calls and provide technical assistance.
  • Shift Expectations: 
    • Willingness to operate in a weekly roster model.
    • No fixed days off; a rotation system will allocate two days off per week.
    • Shift times will be any 8-hour duration from Monday to Friday, between 3:30 am to 7:30 pm IST.
    • Over the weekend, any 8-hour shift can be provided within a 24x7 schedule.
    • A 15-minute break is scheduled for each 8-hour shift.


  • Handle customer calls and offer technical assistance. Based on the nature of the call, create Call Records, Incidents, or Requests in ServiceNow, following established procedures and SLAs.
  • Review tickets in the queue and assign them to the appropriate team promptly to clear any backlogs.
  • Serve as a communications coordinator for major incidents. Liaise with onshore primary SPOCs and internal teams to ensure that proper communication and alerts are sent to customers in a timely manner.
  • Carry out the decommissioning process for various devices including laptops, desktops, smartphones, tablets, IoT devices, printers, and credit card machines, while ensuring adherence to data security measures.
  • Document new procedures as internal knowledge articles in ServiceNow.
  • Share knowledge with other team members and embody the qualities of a good team player.
  • Keep accurate records of incidents, resolutions, and customer interactions in daily logs at the end of each shift.
  • Ensure a smooth handover to the next technician, highlighting trending issues and necessary follow-ups.


  • Bachelor’s degree in a relevant field or equivalent work experience.
  • 2-4 years of experience in customer support or technical support roles.
  • Proficiency in providing technical support via voice calls, email, and web-based channels.
  • Strong understanding of ITSM processes and familiarity with ServiceNow and other relevant tools.
  • Excellent communication skills, both verbal and written.
  • Ability to prioritize tasks and manage multiple responsibilities effectively.
  • Customer-focused mindset with a dedication to providing exceptional service.


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