Acoustic Logo

Acoustic

Support Analyst

Posted 6 Days Ago
Be an Early Applicant
Pune, Maharashtra
Mid level
Pune, Maharashtra
Mid level
As a Support Analyst, you will provide exceptional customer support, troubleshoot issues, and drive resolution of support cases in the Acoustic product ecosystem.
The summary above was generated by AI

Description

Acoustic is a quickly growing marketing technology company. As the largest independent marketing cloud, we help to free marketing professionals from the burdens of repetitive tasks so they can focus on what really matters. With a rich technology heritage and an exciting future, we’re looking for talented professionals to join us on this journey.

Role Description

As a Support Analyst at Acoustic, you will join a customer-centric team focused on providing an exceptional support experience to our customers. Acoustic is bringing cutting-edge technology to the marketing technology space, leveraging AI to bring human-centered solutions to our customer’s biggest marketing challenges. This role provides an exciting opportunity to leverage your customer service skills to analyze, troubleshoot, and resolve issues pertaining to the Acoustic ecosystem of products. This includes providing support through a variety of methods including telephone, web chat, and e-mail.

Your main tasks in the role of Support Analyst

  • Develop a deep understanding of Acoustic software products.
  • Drive resolution of support cases reported by customers through the support channels.
  • Analyze, investigate, troubleshoot, document, and track support case status from first response to resolution.
  • Provide guidance, assistance, and follow-up on customer questions.
  • Address customer cases with appreciation for business context/justification.
  • Collaborate with other support teams on cross-functional or complex cases.
  • Escalate relevant support cases to Level 2/Engineering teams with appropriate input information and maintain ownership of support cases from escalation to resolution.
  • Serve as a subject matter expert on the product’s features, functionality, and usage.
  • Observe trends in customer cases, identify areas for improvement, or initiate proactive measures.
  • With a focus on customer experience, simplify complex application information to effectively communicate with the end user.
  • Prepare FAQs, upgrade notes, knowledge base articles, and other support documents.
  • Follow guidelines, best practices, and processes for case handling.
  • Provide coverage for 3:30pm-0:30am IST or 8:30pm-5:30am IST
  • You also will participate in an on-call rotation that will include holidays, after-hours, and weekends.
Requirements
  • 3+ years of experience in a support role for a multinational company, driving resolution of support cases reported by customers.
  • Strong analytical and problem-solving skills.
  • Proven ability to provide an exceptional customer experience including the ability to simplify complex application information to effectively communicate with the end user.
  • Ability to communicate effectively in English, both in writing and verbally.
  • Ability to work effectively under pressure.
  • Strong procedural knowledge of customer support.
  • Strong experience in effectively handling difficult customer situations.
  • History of consistently meeting established individual performance objectives.

Nice to Have Qualifications

  • Bachelor’s degree in Informational Technologies
  • Experience with ITSM systems (Salesforce, ServiceNow)
  • Experience with Atlassian Tools (JIRA, Confluence)
  • Experience with web applications, digital marketing solutions, content management systems or analytics software.
  • Tier 2 support experience

Top Skills

AI
Analytics Software
Atlassian Tools
Confluence
Content Management Systems
Digital Marketing Solutions
Itsm Systems
JIRA
Salesforce
Servicenow
Web Applications

Similar Jobs

2 Days Ago
Hybrid
Navi Mumbai, Thane, Maharashtra, IND
Mid level
Mid level
Enterprise Web • Fintech • Financial Services
The Senior Employee Support Analyst will assist end-users, manage products, resolve issues, and improve user experience in a cross-functional team setting.
Top Skills: .NetAWSJavaScriptPythonSQL
16 Days Ago
Hybrid
Navi Mumbai, Thane, Maharashtra, IND
Mid level
Mid level
Enterprise Web • Fintech • Financial Services
As a Senior Data Research Analyst, manage security ratings and data, collaborate with tech teams, and assist in data collection and mapping.
Top Skills: BloombergMs Sql ServerPythonSQLThomson Reuters
16 Days Ago
Hybrid
Navi Mumbai, Thane, Maharashtra, IND
Mid level
Mid level
Enterprise Web • Fintech • Financial Services
As a Senior Employee Technology Support Analyst, you will support various products, troubleshoot issues, communicate solutions, build user documentation, and manage application performance with a focus on client requirements.
Top Skills: .NetAWSBmc RemedyCa Service DeskJavaScriptJIRAMonitoring ToolsNew RelicPythonRedmineRelational Database Management SystemServicenowSplunkSQL

What you need to know about the Pune Tech Scene

Once a far-out concept, AI is now a tangible force reshaping industries and economies worldwide. While its adoption will automate some roles, AI has created more jobs than it has displaced, with an expected 97 million new roles to be created in the coming years. This is especially true in cities like Pune, which is emerging as a hub for companies eager to leverage this technology to develop solutions that simplify and improve lives in sectors such as education, healthcare, finance, e-commerce and more.

Sign up now Access later

Create Free Account

Please log in or sign up to report this job.

Create Free Account