Relatient is looking for a Senior Technical Analyst focused on elevating the client experience and delivering expert technical support. You will be instrumental in troubleshooting products and ensuring enterprise clients receive exceptional service.
What You'll Do
- Enhance the overall Relatient client experience.
- Resolve client complaints and conduct product troubleshooting via phone, email, and support cases.
- Submit and assign support cases to the appropriate department.
- Monitor the support portal and keep clients updated on case status.
- Properly prioritize client requests.
- Guide clients with solutions when an issue appears to be user error or a lack of knowledge.
- Utilize computer technology to handle high call and support ticket volumes.
- Work with the customer service manager to ensure proper service is delivered to enterprise clients.
- Close out or open call and email records in the support portal.
- Transfer clients to appropriate departments.
- Inform the support team of high-priority issues and assign them correctly.
- Perform advanced research on issues before assigning cases.
- Provide advanced Web Portal training and support.
- Notify clients of case resolutions.
What We're Looking For
- A Bachelor’s degree or equivalent experience in lieu of a degree.
- 3+ years of experience in a Customer Support role.
- Advanced knowledge of SQL (e.g., basic queries, joins).
- Ability to read and understand programming or scripting languages.
Nice to Have
- Experience preferably in a technical support role.
Technical Stack
- SQL
Benefits & Compensation
- INR 5,00,000 life insurance for all full-time employees and their immediate household.
- INR 15,00,000 accident coverage.
- Education reimbursement.
- 10 national/state holidays and 1 floating holiday.
- Flexible hours and hybrid work model.
Work Mode
This is a hybrid position based at Amar Tech Park.
Relatient is proud to be an equal opportunity employer. If you need accommodation during the application process, just let us know.
