We are looking for bright candidates for Junior Business Analyst role, to help customers configure, implement and support enterprise level cloud based CX products. This person will gather the business requirements, document technical needs, and provide the best-in-class implementation/adoption services of the product. The BA will be trained and certified on industry leading Digital CX products.
Candidates should be B.Tech./ B.E./ BCA/ MCA/ B.Sc. (IT, Computers)/ M.Sc. (IT, Computers) with 0-1 years’ experience in development and IT projects working with US clients. Freshers are encouraged to apply. Position is part of our India consulting team reporting into Director-Implementations. Work hours overlap with US business hours.
Educational requirements
Primary Responsibilities
- Get trained and certified on cloud CX platforms.
- Understanding the business and technical requirement and provide best customer experience during product configuration.
- Provide product training and product demonstrations to customers during the engagement.
- Stay up to date with knowledge of the products.
- Researching, diagnosing, troubleshooting and identifying solutions to resolve customer issues.
- Onboarding and Training customers to become better product users.
- Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
- Ensure proper recording and closure of all issues.
- Provide assistance to reporting manager in pre-sales activities and documentation.
Technical Skills (optional)
- Familiarity with SaaS software in sales, customer support or service management (Salesforce, Freshdesk, Zendesk etc.)
- Familiarity with Contact center software (Talkdesk, NICE, Five9) or call center processes.
- Familiarity with web development technologies (JavaScript, HTML, CSS) is a big plus.
- Familiarity with Business Analysis and documentation.
Soft skills
- Self-starter, Eagerness to learn
- Dynamic personality
- Diligent and attention to detail and good problem-solving skills
- Able to work in a fast pace environment and deal with ambiguity
- Capable of working on a cross-functional team to solve business & tech problems
- Work with a global team over multiple time zones
- Excellent written and communication skills
- Willing to work in overlap US hours (at least up to 12:30 AM IST)