Part of a professional team of agents providing a single point of contact for the efficient resolution of end-user technical problems and requests. The Global Service Desk supports Nuance Communications employees across multiple business units 24x7. As a member of this team, the Analyst will manage multiple priorities, generate innovative solutions to problems and develop skills required to support the efforts of the business units..
Principal duties and responsibilities –
Supervise work flow of local Pune Service Desk Agents
Provide comprehensive Level 2 phone support for the efficient resolution of technology problems and requests across the global organization
Responsible for escalating/transferring issues to appropriate Tier 2/3 support and other internal and external IT support groups
Assist Sr IT Manager and coordinate with other IT functions to ensure appropriate communication with end-users reporting issues
Provide recommendations and feedback to Sr IT Manager regarding efficiency improvements
Provide technical advice, guidance and informal training to end-users of hardware and software programs
Responsible for meeting the key performance metrics associated with Help Desk service provided
Escalating/transfer issues to appropriate Tier 2/3 support and other IT support groups as needed
Take ownership of all customer interactions, utilize appropriate follow-through, and log all customer interactions. Provide timely feedback to external and internal customers via phone, e-mail, or other form of communication.
Resolve issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills, and a high level of individual judgment to ensure outcomes of customer satisfaction.
Knowledge, skills and qualifications:
Education: College graduate / Bachelor's Degree Holder or equivalent experience
Minimum years of work experience: 2-3 years
Communication and Customer handling skills
Communication skills, fluent in English both spoken and written
Customer service skills: Ability to understand and empathize with customer concerns/issues remaining committed to providing quality results. Positive service attitude.
Decision making skills: Apply to apply discretion resulting in appropriate/desired resolutions.
Strong troubleshooting skills: Ability to analyze issues and assist in determining root cause and appropriate solutions. High degree of problem solving.
Nuance offers a compelling and rewarding work environment. We offer market competitive salaries,
bonus, equity, benefits, meaningful growth and development opportunities and a casual yet technically
challenging work environment. Join our dynamic, entrepreneurial team and become part of our