NAS Data Cloud Reporting Helpdesk - Services Professional

Grade/Level

• G1L1 G2L1.

NAS Data Cloud Reporting Helpdesk -Services Role Job Description:

• We are the Centralized Support for NAS Clients on their reporting issues and Services forms the frontline support of the project
• Primary support mode is taking incoming Client calls being available for majority of the production timeframe
• The profile also involves working on SRs and e-mails that comes to our queue
• Providing the initial troubleshooting assistance to our Clients on their reporting issues and walk them through the changes and empower them in the process
• Think as Owners and make sure the Client receives the support needed and/or reaches the correct team as applicable
• Partner with Solutions (our next level of support) closely to develop domain expertise and effectively resolve Client issues.

Eligibility:

• Minimum Qualification: Graduates in any discipline
• Absolute flexibility to work in Night Shift
• 5:30pm - 2:30am, 6:30am - 3:30am, 8:30pm - 5:30pm
• 6:30pm - 3:30am, 7:30am - 4:30am, 9:30pm - 6:30pm during DSL
• Shifts subject to changed based on business requirement
• Since we directly interact with NAS Clients, Excellent Communication skills required
• Able to connect with our Clients on conversational grounds
• Ability to delight and diffuse appropriately
• Excellent written communication and ability to manage Time effectively
• Client Focused and adept to Thinking as Owners
• Analytical thinking with an eye for Improvement/Innovation
• Knowledge of MS-Office applications (Excel, Word, PowerPoint, OneNote) would be a plus
• Basic SQL knowledge
• Able to display analytical thinking
• Good understanding of Client Experience
• Should be ready towards learning
• Positive attitude towards changes, challenges and Team dynamics
• Inclination towards innovation
• Handle additional cases to address the Word Load for the Team
• Handle escalated issues towards timely resolution.