Consultant - Customer Support (CDM)

Job Responsibilities

• Responsible for weekly/daily functional tasks, output tracking, and documentation/creation of processes.
• Monitor a Zendesk ticket queue. Incident classification of new tickets, assigning to correct partner/customer, and triage/work tickets as necessary.
• Monitor System Exports, Matching/Hierarchies/File scanner queues.
• Work on File Failures, File Scanner Errors, File Delete/Reload, and Re-export data.
• Work on Data troubleshooting (Raw data Vs Parser Vs Database).
• Work on DB queries and Split (parent/child) INOWs.
• Interface with other Tier 1 support team members to ensure timely, efficient, and quality customer service delivery.
• Work with other teams and departments to ensure efficient and optimized data processing and flow.
• Interface with the APM, Engineering, QA, CSM, and Partner Onboarding teams.
• Manage ad hoc requests from internal and external clients.
• Maintain relationships with internal and external clients and assist with identifying and resolving issues and needs.
• Ability to multitask in a fast-paced environment.
• Follow an established escalation process to Tier 2 and Tier 3.
• Willing to work rotational shifts and weekends (9:30 A.M. to 5:30 P.M. and 1:30 P.M. to 9:30 P.M. IST).

Job Qualification

• Bachelor’s degree or equivalent.
• 2-4 years of relevant work experience
• Familiarity with a DBMS like Oracle or SQL Server.
• Experience working with databases or in the data processing environment.
• Experience working with any ticketing system. Preferable is Zendesk.
• Exposure and basic knowledge of Unix and DOS.
• Exposure and basic knowledge of XML.
• Intermediate Excel skills including formulas, VLOOKUP, linked worksheets, formatting, editing, and troubleshooting.
• Hours per week will be standard but you must be willing to work off hours as required.
• Intermediate Windows 11, Outlook, and Office Suite.
• Fluent in English and Good Communication, Presentation & Documentation skills, and Email Etiquette.