Customer Service Module Lead - Service Support

Customer Services Module Lead-Service Support

Company Description

SBS is a global financial technology company that’s helping banks and the financial services industry to reimagine how to operate in an increasingly digital world. SBS is a trusted partner of more than 1,500 financial institutions and large-scale lenders in 80 countries worldwide, including Santander, Societé Generale, KCB Bank, Kensington Mortgages, Mercedes-Benz, and Toyota FS. Its cloud platform offers clients a composable architecture to digitize operations, ranging from banking, lending, compliance, to payments, and consumer and asset finance. With 3,400 employees in 50 offices, SBS is recognized as a Top 10 European Fintech company by IDC and as a leader in Omdia’s Universe: Digital Banking Platforms.

Job Description

Incident Management:

o  Receive and log incident reports from internal and external customers.

o  Analyze and resolve technical issues promptly and efficiently.

o  Escalate incidents as necessary, ensuring timely resolution.

Customer Support:

o  Provide excellent customer service, establishing rapport with users and stakeholders.

o  Keep customers informed of incident progress and resolution timelines.

o  Demonstrate effective communication skills, both written and verbal.

Technical Expertise:

o  Utilize hands-on experience with ITSM tools for incident tracking and resolution.

o  Manipulate and analyze data to identify trends and patterns.

o  Collaborate with technical teams to troubleshoot and resolve complex issues.

Documentation:

o  Prepare clear and concise documentation for incident reports and resolutions.

o  Create user-friendly guides and knowledge base articles.

Communication and Collaboration:

o  Communicate technical concepts in user-friendly language.

o  Collaborate with cross-functional teams to address and resolve technical issues.

o  Participate in team meetings and contribute to continuous improvement initiatives.

Process Management:

o  Follow established processes and procedures for incident resolution.

o  Identify opportunities for process improvement and suggest enhancements.

Customer Relationship Management:

o  Build and maintain strong customer relationships.

o  Proactively identify and address customer needs and concerns.

Organizational Skills:

o  Prioritize and manage multiple requests in a fast-paced environment.

o  Pay strong attention to detail in all aspects of work.

Flexibility and Shift Work:

o  Willingness to work in a flexible schedule, including shifts.

o  Ability to adapt to changing work patterns and demands.

Self-Motivation:

o   Work independently with minimal supervision.

o   Demonstrate a proactive and results-oriented approach.

Total Experience Expected: 04-06 years

Qualifications

·      4-6 years of experience as a Service Desk Analyst

·      ITIL V3/V4 certification

·      Excellent communication skills (written & verbal)

·      Hands-on experience with ITSM tools

·      Strong attention to detail

·      Excellent Microsoft Office (Outlook, Word, and Excel) and Power BI skills

·      Data manipulation and analytical skills

·      Ability to work without daily management supervision

·      Team player with a positive 'can-do' attitude

·      Strong organizational skills and ability to prioritize

·      Willingness to work in a flexible work pattern and shifts

·      Self-motivated with a commitment to achieving results

Additional Information

 

Secondary Location:Noida Campus

At our organization, we are committed to fighting against all forms of discrimination. We foster a work environment that is inclusive and respectful of all differences.

All of our positions are open to people with disabilities.

Experience Level

Senior Level