.OverviewKensium is currently seeking a Analyst -Customer Support to join our Team. You'll play an integral role in an exciting and fast-paced environment where the sky is truly the limit..You should be a self-aware, self-starting individual.The right person for this job will pride themselves on taking responsibility for their role. You should be a individual who is passionate about their work and strives for continuous improvement. This role carries with it the possibility of providing a good deal of influence on how our growing team matures as we expand our influence within the global Ecommerce eco-system. You should be a collaborative team member who is passionate about sharing the things you've learned as well as learning from others on the team.**Responsibilities**:- Triage support requests in the appropriate Request tracking systems - Jira, JSD- Install and configure of Kensium products as directed by product owners.- Own Support Requests until closure and ensure that Clients are receiving regular status updates. This position requires hands on troubleshooting and resolution of requests.- Deliver exceptional Client service by being responsive and professional in all interactions with clients and coworkers. Perform all steps relevant to validate the client request and correctly identify the severity of the request.- Properly document support ticket categorizations, descriptions, steps to reproduce, root cause, and resolution.- Conduct system maintenance tasks for managed services clients and prepare analysis report on a regular interval.- Review and understand Client contracts as they relate to the signed SLA's that should be followed to respond to and work support Requests./li> - Ensure that proper processes are being adhered to and be able to report to the team lead and operations manager when improvements need to be made.- Evaluate the impact of the request on the Client, then be able to prioritize the importance.- Create and maintain good relations with Clients to ensure a high level of Client satisfaction.- Analyze and troubleshoot requests before escalating to the Level 2 Support team with the relevant details.- Work with management to document and provide content for knowledge for easier reference on future Requests for all team members. Any other responsibilities may be assigned from time to time, and you should have the willingness to accept and excel at new responsibilities, but also push back if the new responsibilities will take too much away from your core ones.**Minimum Qualifications**:- Graduate/Postgraduate (BCA/B Tech/MCA)- 2-4 Years of experience as CSR in any Voice/Non-Voice Process, from an eCommerce/ERP background Zeal to learn and acquire skills