COMPLETE Level EY Subscriptions Support Associate

Job Description

At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all. 

 

 

 

 

Career Framework Role Description

• Supports the day-to-day activities of the support team to ensure the smooth, on-going operation of a support and solution to the user community
• Provide support to EY and external clients on EY Subscriptions platform
• Collaborates with other groups to gain an understanding of key business processes, products and services to assist with support engineering activities

 

Responsibilities

Email support:

• Monitor the mailbox, analyse the email received and respond to it within defined SLA as per process requirement
• Ensure relevant account changes are made based on the requests received
• Coordinate with other teams via email to ensure the query or issue is completed/ resolved

Call support:

• Manage incoming calls and schedule meetings/ calls when necessary to assist clients or callers on the issue within the defined SLA
• Ability to coordinate, communicate, explain the functionality of the system at all levels within the organisation

Chat support:

• Monitor incoming chats and respond to queries within SLA
• Escalate to other teams as required and send confirmation emails when the request/ issue is completed/ resolved

Service Now:

• Ensure ticket is created for every query/ issue with clear documentation of all required information
• Escalate as per requirement to right team
• Monitor tickets assigned to the group to ensure it is handled/ actioned within SLA
• Follow up on pending tickets with user/requestor or technical team regularly
• Ensuring the ticket is regularly updated with latest information on the issue and closed as per process defined.
• Liaise with other technical teams for the escalated tickets to be resolved

 

Other responsibilities:

• Collaborate with other engineering groups to gain an understanding of products and services to provide technical support activities​
• Participate in UAT testing, enhancement planning discussion when necessary
• Contribute to knowledge management
• Recommend process improvements on day-to-day activities
• Basic reporting skills

Skills & Knowledge including technical knowledge

• Demonstrates understanding of technology including Internet, browser, Cloud environment and web platforms
• Has developing knowledge of business processes, products and services, within agreed areas of expertise and is able to provide input to key stakeholders such as Product Owners, business sponsors and Service Delivery Managers on straightforward queries​
• Flexible to work in any shift based on Business requirement. 
• Ability to multitask, confident and assertive
• Knowledge of Ticket management, documentation in Service Now or other ticketing tool
• Good communication skills with the ability to professionally communicate at all levels of the organization
• Excellent teaming and interpersonal skills
• Prioritization, good time management and Co-Ordination Skills
• Positive attitude and ability to excel under tight timelines
• Solution oriented mindset.
• Strong trouble shooting skills
• Good Knowledge of Internet and troubleshooting on various browsers
• Basic understanding of cloud environment and its functionality

 

Experience

• Basic experience in customer facing roles
• Basic understanding of modern technology solutions including cloud service.
• Candidates with exposure to verbal client interaction at Global level would be preferred
• 1-2.5 years of experience is a requirement

 

Typical Education/ To Quality

• Bachelor’s degree of any discipline
• Should have excellent verbal and written communication and analytical skills

 

Typical Certifications

ITIL Foundation Certificate

 

Similar Titles in the Market

Support Analyst, Helpdesk support agent, Level 1 support associate

 

 

 

EY | Building a better working world 

 

EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.

 

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