Customer Support Analyst

Job Role: Enterprise Solution Global Support Analyst

Location: Bangalore, India

Position: Enterprise Solution Global Support Analyst

Employment Type: Full-time

Overview

We are seeking a dedicated and skilled Enterprise Solution Global Support Analyst to support our Modus enterprise transformation platform modules and serve international clients across regions, including the Far East, Asia, the Middle East, the UK, Europe, and the US. This role demands exceptional analytical, problem-solving skills, and proficiency in English. The ideal candidate will manage client inquiries, troubleshoot system issues, and ensure seamless client engagement, working across rotating shifts to provide round-the-clock support.

Key Responsibilities

• Client Support and Troubleshooting: Provide technical and functional support to international clients using Modus modules, resolving issues promptly and ensuring high client satisfaction.
• Analytical Problem-Solving: Employ strong analytical skills to diagnose and resolve issues effectively; provide insight into potential improvements for client processes.
• Task Management and Completion: Track, manage, and complete support tickets and assigned tasks within specified timelines, ensuring high standards of service delivery.
• Cross-Functional Collaboration: Work closely with internal teams to escalate and resolve complex client issues, maintaining clear and effective communication throughout the process.
• Documentation and Reporting: Maintain detailed records of client interactions, issue resolutions, and system improvements; create support documentation and FAQs to enhance client experience.
• Shifts and Flexibility: Willingness to work in rotating shiftsIST 6am to 2pm, IST 2pm to 10pm, and IST 10pm to 6amto accommodate clients across multiple time zones.

Qualifications

• Educational Background: Bachelors or Masters degree in Business or a related field.
• Experience: 2+ years of experience in a global support or client-facing analyst role, preferably in enterprise solutions or SaaS platforms.
• Skills:
• Proficient in written and spoken English with a professional level of communication.
• Strong analytical and problem-solving abilities.
• Demonstrated ability to manage time-sensitive tasks and complete them accurately.
• Knowledge of ticketing systems and support platforms is an advantage.

Benefits

• Competitive salary with shift allowances.
• Opportunity to work in a global role with exposure to diverse business processes and clients.
• Access to professional development and career growth within Modus.

About Us

Modus is an innovative enterprise transformation solutions provider, empowering organizations globally to achieve seamless business transformation and operational excellence. We focus on delivering value through our modules, supporting dynamic transformation needs with agility and precision .