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Tech support- sr analyst

https://www.randstad.com Logo

Randstad

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Location:
India , Pune

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Responsibility:

  • Serve as the first point of contact for dealer and distributor inquiries
  • Manage Freshdesk ticket intake, categorization, and routing using defined workflows
  • Resolve routine or well-documented issues using ASC’s AI-powered knowledge base
  • Escalate only clean, fully documented cases to Tier 2 Support or product/engineering
  • Perform minor data and content edits in contracts, dealer profiles, and ASC records (e.g., correcting contact details, updating contract fields, renaming attachments)
  • Prepare and format internal documents or forms based on templates
  • Validate data accuracy before updates
  • follow strict version-control and approval steps
  • Update ticket notes, logs, and CRM entries to maintain clean records
  • Support system housekeeping (archiving closed tickets, tagging assets, updating metadata)
  • Maintain SOPs, FAQs, and support scripts inside Freshdesk and ASC GPT
  • Use Scribe or equivalent tools to document new workflows
  • Continuously refine AI prompts and SOP content for efficiency
  • Assist Majid and Zach with release documentation, testing coordination, and reporting
  • Communicate clearly when hand-offs or approvals are required
  • Suggest workflow improvements to reduce manual effort

Requirements:

  • 2–4 years in customer or technical support, service desk, or data-ops environment
  • Proficiency with Freshdesk (or similar ticketing platform)
  • Experience handling routine data or contract updates with strong attention to accuracy
  • Comfort using AI tools (ChatGPT, Claude, Freshdesk AI Assist, or ASC GPT) to streamline responses and documentation
  • Solid English written communication
  • able to summarize issues concisely

Additional Information:

Job Posted:
March 23, 2026

Expiration:
May 08, 2026

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