Job title: Tier 2 Senior Customer Care Analyst

Company: SD Worx

Job description: At SD Worx Mauritius, we are focused on building capability and flexibility to meet the growth of the business whilst increasing the profitability across the organisation. We support SD Worx on most of the business areas such as HR, Finance, Marketing, Software Development, Testing, Implementation and Service Delivery. There are numerous opportunities at SD Worx Mauritius for people with the right blend of skills, experience and character! Are you ready to join us?What do we have to offer?

Job description:The Tier-2 Senior Customer Care (also known as Application Support) Analyst sits in the 2rd Line / Tier of the Customer Care Model for UK&I.He / She is has a strong knowledge of the overall landscape of the HR, Payroll and T&A solutions for all UK&I customers (SME, Enterprise / Corporate, Mid-Market) including bespoke solutions and is technically savy in SQL and VB .NETAlthough the strategy is to focus on supporting Flagship Products and Customers, the Senior Application Support Analyst also intervenes on topics related to Heritage Products when the Tier-1 team lacks the skills and knowledge to address the topics itself.The Tier-2 Senior Analyst takes over from Tier-1 for investigating and resolving the more complex cases / tickets which the Tier-1 Team is unable to resolve within SLA. He / She also promotes colleague growth and knowledge sharing and therefore shares back the skills and knowledge through SOPs and / or KT sessions so that reocurrences of the issue are handled by the Tier1 in the future if skillset and technical access allow.The Tier-2 Senior Analyst will initiate root cause analysis (RCA) on cases after Tier-1 has restored service where applicable.He or she also identifies defects in the Product and raises them as Problems with the Tier-3 team so they can in turn raise corresponding defects and user stories with the Product teams.The Tier-2 Senior Application Support Analyst also:– Support Major Incidents by bringing in his / her expertise to facilitate restoring the IT service disruption with priority– Conducts and contributes to recurring workshops (including knowledge sharing, SOP review sessions) with the Tier-1 teams to feedback to Tier-1 and Workaround Teams on investigation techniques / existing documentation / existing Problems/TFS or Problems /TFS to be raised / workarounds to be implemented.The Tier-2 Senior Analyst showcases the following qualities amongst others:
– Strong Team Player
– “Ease to work with”
– “One Team” mindset
– Can do attitude
– Customer centricity
– “Fix first, discuss later”From many places, we work as one, moving from better to best together.SD Worx lives diversity in the workplace. Diversity provides inspiration and innovation in our company. We particularly welcome applications from qualified talent, regardless of origin, nationality, gender, skin colour, ethnic and social background, religion, age, disability, sexual orientation and stage of life.

Expected salary:

Location: Ebene, Mauritius

Date posted: Fri, 21 Jun 2024 22:33:57 GMT



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