Total 12 Customer Service job vacancies in pune

Associate Tech Support Specialist (End-user L1 Support)

Workstation Operations - Enterprise IT

Responsibilities:

• The ideal candidate will provide computer technical support to maintain, analyze, troubleshoot, and restore computer and information systems to an operational status within the Niq end user community.
• Responsible for the IT on-boarding process including preparation of IT kit and delivering a good experience for new joiners at the Tech Cafe
• Provides on-site technical support by performing installation, repair, and preventative maintenance of workstations and related software/hardware.
• Troubleshoots L1 software and hardware failures and skills acquired during training to return equipment to operational status within agreed upon Service Level Agreement parameters.
• Interacts daily with supervisor, peer groups and customers in order to manage workflow in a timely and professional manner.
• Supports and maintains user account information including administration rights and relevant updates to Service Now ticketing system to include accurate tracking of all physical workstations as per the asset management compliance requirements.
• Apply previous learnings, maintain certifications, and demonstrate willingness to adapt new technology solutions.  
• Ensure any end user issues are handled expeditiously and that all proper ticket and issue documentation is completed

Soft skills and Professionalism

• Ability to communicate effectively
• Can adapt to change and new ideas or ways of working
• Exhibits empathy when partnering with internal and external stakeholders
• Maintain an enthusiastic attitude and willingness to assist users at all times
• Always ensure that conversations/discussions with end users are professional and focused on issues related to business and technology support
• Always ask for assistance when unsure of how to address a situation and lean on the team for support and additional training when needed 
• Demonstrated ability to communicate or escalate situations which cannot be resolved quickly or are likely to be escalated
• Show initiative and follow through to completion of assigned tasks
• Respond timely to requests for assistance and confirm completion
• Respond positively to coaching and show improvement in areas requiring additional training or feedback

Be the link between threat and defence.

At The Missing Link, we don’t just respond to cyber threats, we stay one step ahead. As one of Australia’s most awarded IT providers, now proudly backed by global technology leader Infosys, we have spent more than 28 years helping organisations thrive through world‑class Cyber Security, IT & Cloud, and Automation solutions.

With over 200 passionate team members and a culture built on inclusion, innovation and impact, we offer more than a job, we offer a place where your expertise is valued, your growth is supported, and your contribution truly matters.

The Opportunity

We are looking for a Network Security Engineer to join our Global Security Operations Centre (GSOC), a 24x7 managed service providing round‑the‑clock protection to clients across a diverse range of industries.

This is a hands-on engineering role (not an analyst position), ideal for someone who enjoys working directly with market‑leading security technologies and solving complex security challenges in real time.

A Day in the Life

As part of our GSOC Engineering team, you will:

• Provide Level 1 and Level 2 support across a broad security stack including Palo Alto, CyberArk, Fortinet, Cisco, Checkpoint, Cloudflare, Zscaler and SASE solutions

• Configure, maintain and troubleshoot security platforms across on‑prem and cloud environments
• Work closely with Security Architects, Engineers, MDR (Watcher) teams and clients to transition solutions from project delivery into managed services
• Assist Senior SOC Engineers with incident response and threat containment
• Continuously improve SOC processes, procedures, and best practices
• Support clients during business hours, with exposure to live incidents and real‑world attack scenarios

You will work a four‑days‑on, four‑days‑off rotating shift pattern, with the flexibility of remote work, while gaining exposure to major Australian enterprises and cutting‑edge security technologies.

Essential Experience & Skills

• Minimum 3 years’ experience in Network Security within a Managed Service Provider or similar environment

• Hands‑on experience with NextGen Firewalls, Cloud SASE (e.g. Zscaler), WAFs, PAM solutions, and related security technologies
• Strong understanding of networking fundamentals (OSI Model, TCP/IP, network architectures)
• Experience with network segmentation, URL filtering, packet inspection, certificates, virtualisation and cloud security
• Proven troubleshooting, debugging, and problem‑solving skills in fast‑paced environments
• Ability to manage multiple tasks while meeting tight deadlines
• Experience briefing clients and providing security recommendations
• Strong collaboration and interpersonal skills, contributing to a positive, high‑performance team culture

Desirable

• Broader understanding across applications, operating systems, databases, storage and backups

• Vendor certifications or active pursuit of certifications (CyberArk, Cloudflare, Palo Alto, Cisco, Checkpoint, SASE)
• Exposure to Infrastructure as Code (IaC) in AWS or Azure
• Scripting or automation experience (PowerShell, Python, Bash)
• Passion for continuous learning — labs, home networks, forums, webinars and industry communities
• Interest in professional certifications such as ISC2, ISACA and vendor programs

A great company culture is very important to The Missing Link. We genuinely care about our people and our culture. Some of our favourite perks include:

• A supportive, collaborative and respectful environment

• Company‑paid training and certifications
• Clear pathways for career development and progression
• Exposure to leading technologies and complex enterprise environments
• A team that celebrates success, supports growth and enjoys working together

The Senior Support Engineer, ERP role is a cornerstone within our organization, focused on delivering exceptional technical support for QAD and Progress products. In this role, you will engage directly with customers and partners through various communication platforms, such as CRM, telephone, email and internet-based tools, to address complex technical issues and inquiries related to QAD applications and Progress databases.

As an ERP Support Engineer, you will be responsible for diagnosing and resolving technical issues, ensuring seamless installations, upgrades, and configurations of QAD products. You will leverage your expertise to perform Progress DBA tasks, including database optimization, backups, and troubleshooting. This role also demands strict adherence to quality standards, processes, and tools established by the company, ensuring consistent delivery of high-quality support.

Your responsibilities extend to managing highly complex and escalated cases, requiring innovative problem-solving and a deep understanding of QAD and Progress Products. You will play a pivotal role in creating and maintaining detailed documentation of issues and resolutions, which will serve as a foundation for developing training materials and reusable solutions. These resources will be shared globally to empower customers, partners, and internal teams with actionable knowledge.

Collaboration is a key component of this role, as you will work closely with team leads, peers, and cross-functional teams, including R&D and Product Management, to devise effective solutions and uphold superior support standards. Additionally, you will contribute to team growth by developing and sharing training content, focusing on complex case resolution and technical troubleshooting.

Given that our support organization operates 24/7, this position demands a flexible approach to scheduling. You will be expected to participate in shift rotations, along with weekend shifts and potential on-call coverage as required. These elements are vital to providing continuous support to our global customer base. Your willingness to adapt to these scheduling requirements is crucial for the role.

In a structured team environment, you will be encouraged to engage in continuous learning and regular practice of existing product knowledge. This is necessary to stay prepared for any new challenges that might arise. As a Sr. Functional Analyst, you have a unique opportunity to grow professionally while significantly contributing to the success of our clients and the organization

• Perform opening/closing side duties as assigned and set all tables according to standards and procedures
• Deliver F&B services in accordance to departmental standards and procedures
• Check on table setting, cleanliness and side station preparation as per work station assigned prior to the start of operation
• Greet all patrons warmly upon arrival at the door and escort them to the table
• Ensure that all food & beverage are served according to service standard
• Apply necessary precautions with regards to the hotel food safety and hygiene standards (HACCP)
• Pick up and serve food and beverage orders. Ensure that food and beverage are served promptly to the guests once they are ready, such that they arrive at the patrons’ table at the correct temperature
• Try to remember individual patron’s names and their preferences to extend a personalized service
• Up-sell and promote food and beverage offers at every available opportunity in order to maximize sales revenue. Cross sell other dining venue when outlet is full
• Thank all patrons for patronizing the outlet upon their departure
• Clear and tidy up tables after the departure of the patrons as quickly as possible to the stewarding area
• Collect food and beverage supply requisition, ensure that the stock collected is as per requisition
• Report any complaints, incidents or other irregularities to management

Assist other Food & Beverage outlets with their operations during peak times or when Required.

• Maintain complete knowledge of all F&B services, contents & preparation methods, outlets and hotel services/features
• Be well versed in hotel fire & life safety/emergency procedures
• Attend all briefings, meetings and trainings as assigned by management
• Report for duty on time wearing clean and complete uniform at all times
• Maintain a high standard of personal appearance and hygiene at all times
• Perform other reasonable duties assigned by the Management of the Hotel

Reporting to the Manager of Product Technical Support Tier 1, you will be the first point of contact for Assent Compliance’s midmarket customers and suppliers. You’ll handle inbound and outbound support inquiries via calls, webforms, emails, live chat, and screen-share sessions. As a Tier 1 Technical Analyst, you will play an integral role in ensuring customer success by providing timely, high-quality support and maintaining detailed documentation in a regulatory compliance environment. This position emphasizes both adherence to established processes and the creative problem-solving skills necessary to resolve unique or complex user issues.

KEY REQUIREMENTS AND RESPONSIBILITIES 

• Serve as a first responder to support requests, managing cases from initial contact to resolution

• Engage with clients and suppliers in a professional, friendly manner to enhance the customer experience

• Use troubleshooting tools, basic SQL queries, and AI-driven insights to identify root causes of issues

• Document all interactions, steps, and resolutions thoroughly for consistent case management

• Resolve routine to moderately complex issues using established processes and creativity for unique problems

• Escalate complex product defects or high-impact cases to Tier 2

• Contribute to multi-channel support by providing assistance through email, phone, chat, and screen-share

• Adhere to set performance metrics (e.g., first response time under 2 hours, quality rating ≥95%)

• Participate in training and knowledge-sharing sessions to stay updated on new features and best practices

• Collaborate with peers and higher-tier teams in “swarm” sessions to resolve challenging issues

• Manage your queue efficiently, consistently updating cases with progress and new information

• Work various shifts (including evenings and weekends) to support a global 24/7 operation

• Follow corporate security policies and handle data in accordance with regulatory requirements

This is not an exhaustive list of duties. Responsibilities may be altered and/or added from time to time to meet business needs. 

• Act as the lead technical advisor for your accounts, guiding customers through complex cloud-native architectures, Semantic Layer (Mosaic) implementations, and AI-driven analytics workflows.
• Leading C-suite whiteboard sessions to align platform capabilities with high-level business goals.
• Deep-diving into client workflows to uncover and implement high-value use cases.
• Translate executive requirements into value realization plans, ensuring technical migrations and data initiatives result in realized ROI and account growth.
• Develop and execute customer roadmaps that align with enterprise architecture, security requirements, and strategic business objectives — defining measurable KPIs and adoption milestones.
• Lead Quarterly Business Reviews (QBRs) with both business and technical stakeholders, demonstrating ROI, reviewing progress against success metrics, and aligning on future priorities.

• Lead the technical configuration and integration phase to accelerate time-to-value, partnering with implementation teams to ensure a smooth transition from deployment to operational use.
• Conduct deep-dive technical demonstrations, developer "Office Hours," and capability workshops for engineering, data science, and BI teams.
• Proactively monitor account health using technical telemetry — identifying and resolving performance bottlenecks, integration inefficiencies, and adoption gaps before they impact customer satisfaction.
• Monitor customer health, engagement trends, and platform adoption data to proactively identify risks and opportunities for value expansion across the account.

• Synthesize technical feedback and edge cases from the field to influence Strategy's Product and Engineering roadmaps, acting as the customer's internal advocate.
• Partner with Engineering to lead strategic customers through Alpha/Beta programs for new AI, Mosaic, and platform features.
• Serve as a high-level technical point of contact for complex support escalations, coordinating between the customer's engineering team and Strategy's internal developers to drive timely resolution.
• Advise customers on platform enhancements, integrations, and upgrades — ensuring alignment with the Strategy product roadmap and the customer's long-term data strategy.

• Support the successful renewal and expansion of customer accounts by ensuring continuous technical and business value realization from the Strategy platform.
• Partner with Sales and Account Management to identify upsell and cross-sell opportunities, providing account health insights and adoption data that inform commercial strategy.
• Proactively identify renewal risks and collaborate with Sales and leadership on mitigation plans before they escalate.
• Develop strong referenceable customers willing to participate in case studies, testimonials, reference calls, and industry events.

• Bachelor’s degree in business administration, Computer Science, Engineering, Data Science, or a related discipline (or equivalent practical experience).
• Hands-on experience with cloud-native services (microservices, Kubernetes, Docker) and major cloud providers (AWS, Azure, or GCP). A professional cloud certification is strongly preferred.
• Strong understanding of data modeling, ETL/ELT processes, semantic layers, and the lifecycle of Machine Learning models (MLOps and AI deployment).
• Familiarity with enterprise analytics, Business Intelligence tools, or AI-driven data platforms is highly desirable.

• 7+ years of experience in a customer-facing Customer Success role — such as Customer Success Manager, Technical Account Manager, Solutions Architect, Sales Engineer, or Technical Consulting — within a SaaS or enterprise software environment.
• Demonstrated experience managing strategic or enterprise customer accounts across complex, multi-stakeholder organizations.
• Ability to analyze usage data and platform telemetry to identify patterns, surface insights, and deliver data-driven recommendations for expansion and optimization.
• Exceptional ability to explain complex technical concepts (e.g., universal semantic layers, data fabric, cloud-native architecture) clearly to non-technical executive stakeholders.
• Strong project management and collaboration skills, with experience working across Sales, Product, Engineering, and Support functions.
• Familiarity with Agile development cycles and DevOps practices to support customer engineering teams effectively.
• Experience with CRM and customer success tools such as Salesforce, Gainsight, or equivalent platforms.

Additional Information: This role requires applicant to work under US hours

The HR Shared Service Customer Service Specialist works in the HR Employee Service Center (HR SSC) as part of a dedicated team of HR professionals, serving over 40,000 NIQ employees across the globe. The HR Shared Service Customer Service Specialists responsible for providing exceptional customer service via multiple communication channels. The incumbent ensures that all inquiries are timely addressed, logged in ticketing system and assists in providing timely and accurate resolution to the customer. They assist in triaging, troubleshooting and resolving issues or elevating and assigning case to the appropriate team or team member to ensure that customers receive assistance in a timely manner. The HR Shared Service Customer Service Specialists the first point of contact for customer inquiries regarding HR-related questions while demonstrating a high-level of support and customer service.

Key Responsibilities:

· Handles all incoming queries into the HR Shared Services Center and utilizes internal tools to assist customers with inquiries or issues.

· Creates cases for all incoming inquiries to the HR Shared Services Center and strives to assist the customer with a first contact resolution.

· Should have knowledge of working on a ticketing tool and have experience of working in a Shared Services environment.

. Follows case management guidelines around customer notification, resolution and documentation.

· Escalates time sensitive and/or high impact inquiries to a Senior Specialist, supervisor or manager.

· Responds, resolves and/or distributes customer inquiries to the appropriate team or team member for resolution.

· Responsible for responding and resolving general HR, payroll, benefit and leave inquiries.

· Follows up on outstanding issues to ensure resolution, keeps customers informed on the status of research and closes support case when complete (if applicable).

· Provides online navigation assistance for customers and utilizes the screen sharing to effectively identify and resolve the problem.

· Responsible for securing, safeguarding and keeping confidential employee information as an HR professional and all other company data privacy requirements.

· Position supports multiple time zones. Must adhere to scheduled on queue time during shift and remain flexible to support unanticipated events that drive volume. Flexibility is required to support peak volume events throughout the year.

· Position supports multiple time zones. Must adhere to scheduled on queue time during shift and remain flexible to support unanticipated events that drive volume. Flexibility is required to support peak volume events throughout the year.

Senior Platform Support Analyst

Experience : 1-4 yrs.
 

Role Summary

Advanced platform support role for complex ticket resolution, in-depth troubleshooting, and handling escalations across product, labs, enterprise admin, and billing/account operations. Requires strong understanding of escalation vs. resolution, coaching juniors, and maintaining excellent customer experience in a 24×7 environment.

Key Responsibilities

• Own complex/escalated cases across email, live chat, and queues
• Troubleshoot advanced access, account setup, enterprise roles, team hierarchy, content availability, onboarding
• Analyze history, impact, configuration, and dashboards to identify root cause and resolution path[CC1] 
• Create/link/track JIRA issues for product defects
• Coordinate labs, mobile app, account disputes, refunds, content issues, sales handoffs, enterprise support
• Collaborate with product/engineering/lab/content/CS/sales for timely resolution
• Apply priority judgment by business impact, customer type, severity
• Handle subscription modifications, coupon flows, account workflows as per policy
• Review ticket quality; mentor juniors on categorization, comms, troubleshooting
• Create/maintain KB articles, macros, SOP improvements for recurring problems[CC2] 
• Identify trends and suggest improvements, training, automation
• Participate in queue reviews, backlog reduction, SLA recovery, and quality initiatives
• Drive urgent communication and escalate to L2/engineering/specialists as needed

Required Qualifications

• Bachelor’s degree in Computer Engineering or equivalent.
• 3–5 years in platform/SaaS/application/e-learning/technical support
• Strong hands-on with ticketing systems and structured escalations
• Understanding of SLA-driven operations and cross-functional resolution
• Strong English Written & Verbal communication.
• Customer escalation handling and sensitive billing cases
• Clear written communication and stakeholder coordination
• Operate independently on ambiguous issues and route correctly
• KB/SOP/macro usage and dashboard-driven operations
• Prioritization by severity/impact and service recovery
• Awareness of automation in support ops

 [CC1]Not a must have

 [CC2]Not a must have

Your mission at IntegriChain:

To help ensure success of high quality and on time delivery of rebate claims processing for IntegriChain’s Managed Services Customers.

What this role entails:  

• Process Managed Care Rebates
• Download, log and track rebate and contract submissions
• Run and create reports/analysis in Excel spreadsheets and other software packages to support payment reviews and approvals
• Ensure rebate calculations are in compliance with contractual terms
• Reconcile and document any rebate variances
• Resolve errors and disputes within the rebate system based on defined set of rules and procedures
• Follow and ensure compliance with defined business processes and pre-established guidelines to perform analyst functions
• Provide updates to team leads/management as required on delivery status of assigned tasks
• Ensure department SLA’s and quality expectations are met
• Prepare and analyze ad hoc reporting
• Support ad hoc projects

What success looks like in this role:

• Rebate claims are delivered on time and are of high quality
• Data and contracts are downloaded within required SLAs
• Compliance with department business processes
• Proactive and clear communication with Team Lead and other business partners

To help ensure success of high quality and on time delivery of rebate claims processing for IntegriChain’s Managed Services Customers.

What this role entails:  

• Process and analyze rebate claims within multiple business areas per the business area SLAs
• Ensure that all business area SLAs and quality expectations are met
• Escalate all business areas issues accordingly and resolve appropriately
• Oversight of 6-8 analyst level resources
• Maintain and enhance the team’s knowledge within the business areas detailed responsibilities
• Understand and ensure team’s compliance of company and departments business processes and policies
• Assist analysts with validation and troubleshooting system issues
• Support onboarding and training of team members
• Provide status updates, reporting and analysis as required
• Support system testing
• Support ad hoc projects

What success looks like in this role:

• Rebate claims are delivered on time and are of high quality
• Team is engaged in their roles and department success
• Compliance with department business processes
• Strong communication with direct manager on both accomplishments and challenges within team
• Partner with other team leads to support department processes and policies

Role Summary

Experience in providing technical support on critical software platforms with strong problem-solving and communication skills and the willingness and flexibility to work well as part of a quality-oriented team. Manages queue health, shift coverage, performance, reporting, knowledge quality, and continuous improvement while directly supporting critical incidents and enterprise cases in a 24×7 model.

Key Responsibilities

Operational Leadership

· Oversee day-to-day operations across shifts and channels

· Monitor queue health, aging, SLA adherence, backlog, and escalations

· Allocate workload based on priority, complexity, and impact

· Primary operational escalation point for critical/high-value issues

· Real-time decision-making during incidents and major issues

· Ensure adherence to SOPs, ticket standards, macros, and quality expectations

· Manage shift planning, coverage risks, leave balancing, and 24×7 continuity

· Expertise in Zendesk; escalation governance; ticket quality management

Team Management

· Lead, mentor, and coach junior/senior analysts

· Conduct performance and quality reviews; feedback sessions

· Identify skill gaps; drive training, nesting, and knowledge development

· Uphold productivity, quality, documentation, and CX standards

· Support hiring, onboarding, and capability building

· Foster culture of accountability, responsiveness, and ownership

Required Qualifications

· Bachelor’s degree in Computer Engineering or equivalent.

· 5–7 years in platform/SaaS/technical/app support

Role Summary

Dedicated platform support role providing first-line assistance via email, live chat, and in-platform requests. Focus on accurate ticket logging, basic troubleshooting, clear communication, use of help-center content, and timely escalation of issues beyond first-line ownership. Ideal for 1–2 year experience with strong communication and customer-first mindset in a 24×7 SaaS support environment.

Key Responsibilities

· Serve as first point of contact on email, live chat, and in-platform requests

· Acknowledge and triage issues in line with response SLAs

· Perform first-level troubleshooting

· Perform triaging of the requests and route them to relevant vendor team for further servicing.

· Experienced in Problem and Incident Management

· Use help-center articles, internal macros, and SOPs to deliver consistent support

· Accurately log/categorize/update tickets in Zendesk or equivalent.

· Capture full case details (impact, screenshots, error messages, attempted steps)

· Route/escalate correctly for bugs, labs, content, sales, billing/refund, enterprise requests

· Maintain ticket hygiene (duplicates, status updates, follow-ups, closure confirmation)

· Keep users informed throughout the ticket lifecycle

· Learn platform features/workflows and internal procedures continuously

· Support 24×7 shifts as required

Required Qualifications

· Bachelor’s degree in Computer Engineering or equivalent.

· 2–3 year of experience.

· Strong written and verbal English communication

· Good understanding of web apps, SaaS support, and customer service

· Familiarity with ticketing/chat/CRM tools.