Customer Service Analyst

Incident Management

• Track and document issues: Log all issues, resolutions, and updates in a ticketing system or help desk software (e.g., ServiceNow, Jira).
• Escalate issues: If unable to resolve, escalate complex issues to higher-level support or specialized teams (e.g., engineers or other partners).
• Monitor and follow-up: Ensure timely resolution of issues and follow-up with users to provide status updates within SLAs and confirm their problems have been resolved.

End User Troubleshooting and Issue Resolution

• Troubleshoot and resolve issues that have been escalated from the Helpdesk
• Review Evinova Product configuration files to determine root cause of end user issues
• Reproduce issues on test devices if applicable
• Review and resolve activation and configuration issues
• Review and resolve missing user data issues
• Liaise between callers and other Evinova teams, as needed (including engineering, vendors, etc.)

System Monitoring & Maintenance

• Monitor system performance: Keep an eye on system performance and reliability, ensuring systems are functioning optimally.

System Releases

• Propose change requests and new features to engineering teams for future releases
• Upskill on new system releases and understand new functionality and support/ troubleshooting required

Collaboration and Communication

• Coordinate with other Evinova teams: Work closely with other teams to resolve complex issues (including engineering, QA, product, etc.)
• Communicate status updates: Keep users informed on issue status, expected resolution times, and any major system outages or updates.
• Stakeholder interaction: Engage with different departments to understand specific technical needs and provide tailored support.
• Meeting attendance: Attend key meetings and represent T3 issues (including meeting with other Evinova teams and T1 helpdesk)

Required Skills: 英文听说能力, 沟通/学习能力，

• Communication: Strong engagement, communication and stakeholder management skills, including excellent presentation and influencing skills
• Help Desk: Experience in software maintenance / help desk environment
• Problem Solving: Proven experience of working with complex integrated systems, using creative and strategic thinking to deliver results

Required Technical Skills（optional）:

• ITSM tools: experience using Jira, Confluence and Service Management tools
• Monitoring Tools: Experience working with monitoring tools (Grafana / Kibana)
• Device Troubleshooting: Experience troubleshooting device issues using applications like Browser stack
• Configuration: Experience working with development and/or configuration of COTS solutions, that are configured based on customer needs
• Database Usage: Experience understanding databases (eg., MongoDB / Microsoft SQL / Oracle DB) and writing basic tech queries in database
• Application logs: Experience checking logs of multiple applications - eg., Sentry