Customer Services Module Lead-Service Support

SBS is a global financial technology company that’s helping banks and the financial services industry to reimagine how to operate in an increasingly digital world. SBS is a trusted partner of more than 1,500 financial institutions and large-scale lenders in 80 countries worldwide, including Santander, Societé Generale, KCB Bank, Kensington Mortgages, Mercedes-Benz, and Toyota FS. Its cloud platform offers clients a composable architecture to digitize operations, ranging from banking, lending, compliance, to payments, and consumer and asset finance. With 3,400 employees in 50 offices, SBS is recognized as a Top 10 European Fintech company by IDC and as a leader in Omdia’s Universe: Digital Banking Platforms.

Incident Management:

o Receive and log incident reports from internal and external customers.

o Analyze and resolve technical issues promptly and efficiently.

o Escalate incidents as necessary, ensuring timely resolution.

Customer Support:

o Provide excellent customer service, establishing rapport with users and stakeholders.

o Keep customers informed of incident progress and resolution timelines.

o Demonstrate effective communication skills, both written and verbal.

Technical Expertise:

o Utilize hands-on experience with ITSM tools for incident tracking and resolution.

o Manipulate and analyze data to identify trends and patterns.

o Collaborate with technical teams to troubleshoot and resolve complex issues.

Documentation:

o Prepare clear and concise documentation for incident reports and resolutions.

o Create user-friendly guides and knowledge base articles.

Communication and Collaboration:

o Communicate technical concepts in user-friendly language.

o Collaborate with cross-functional teams to address and resolve technical issues.

o Participate in team meetings and contribute to continuous improvement initiatives.

Process Management:

o Follow established processes and procedures for incident resolution.

o Identify opportunities for process improvement and suggest enhancements.

Customer Relationship Management:

o Build and maintain strong customer relationships.

o Proactively identify and address customer needs and concerns.

Organizational Skills:

o Prioritize and manage multiple requests in a fast-paced environment.

o Pay strong attention to detail in all aspects of work.

Flexibility and Shift Work:

o Willingness to work in a flexible schedule, including shifts.

o Ability to adapt to changing work patterns and demands.

Self-Motivation:

o Work independently with minimal supervision.

o Demonstrate a proactive and results-oriented approach.

Total Experience Expected: 04-06 years

· 3-6 years of experience as a Service Desk Analyst

· ITIL V3/V4 certification

· Excellent communication skills (written & verbal)

· Hands-on experience with ITSM tools

· Strong attention to detail

· Excellent Microsoft Office (Outlook, Word, and Excel) and Power BI skills

· Data manipulation and analytical skills

· Ability to work without daily management supervision

· Team player with a positive 'can-do' attitude

· Strong organizational skills and ability to prioritize

· Willingness to work in a flexible work pattern and shifts

· Self-motivated with a commitment to achieving results

Secondary Location:Noida Campus

At our organization, we are committed to fighting against all forms of discrimination. We foster a work environment that is inclusive and respectful of all differences.

All of our positions are open to people with disabilities.