Technical Support Solutions Specialist

Job Summary : Technology Support Analyst / Technology Analyst

The Service Level Support Professional is responsible for managing and resolving VMS-related case management tickets, coordinating with cross-functional teams, and ensuring high standards of quality and compliance with Service Level Agreements (SLA). This role involves regional coordination and continuous process improvement, contributing to the efficiency of case handling and project implementation.

Key Responsibilities

• VMS Case Management : Handle and resolve support tickets raised on platforms like Freshdesk or Service Now, specifically related to Vendor Management System (VMS) tools such as Fieldglass, VNDLY, and Beeline.
• Cross-Squad Collaboration : Support over 20 internal squads by efficiently managing incoming requests, providing expert guidance, and maintaining consistent resolution standards across all interactions.
• Quality & SLA Adherence : Maintain accuracy, timeliness, and full compliance with Service Level Agreements for all support and project tasks.
• Project Management Support : Coordinate with Tech PMs, Associate Tech PMs, and Data Analysts to facilitate the implementation of incoming project requests.
• Process Improvement : Proactively identify recurring case trends, suggest system and process enhancements, and help reduce turnaround time for support cases.
• Documentation & Knowledge Sharing : Contribute to and maintain internal documentation, including FAQs and process references, to standardize responses for recurring issues.
• Regional Coordination : Act as the primary Service Level contact from India, ensuring seamless and collaborative relationships with EMEA, APAC, and NAM teams.

Required Skills and Qualifications

1. Functional and Technical Understanding

2. Analytical & Process Oriented Mindset

3. Agility & Ownership

4. Communication & Collaboration Skills

5. Soft Skills & Culture Fit

Additional Information :