Analyst - Cummins Care Operations
Cummins Inc. (company site, opens in a new tab)PuneOn-siteDirect career pageEst. 5–7 LPA
Posted 1d ago
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Job description
Structured overview of role & requirements
About This Role
- Provide multi-channel customer support (phone, email, chat) for digital products like Guidanz, Qsol, Insite, Service Plus, Salesforce in a 24x7 rotational shift (primarily nights from 4pm).
- Manage day-to-day operations, monitor support tickets, ensure SLA adherence, handle escalations, and coordinate with product and QA teams to resolve technical issues.
- Train and mentor support team members, prepare performance and customer satisfaction reports, and contribute to process improvements for customer-centric service.
Minimum Requirements
- Previous relevant work experience required; technical or customer service experience preferred.
- High school diploma or equivalent education.
- Willingness to work rotational 24x7 shifts primarily starting at 4pm onwards.
- Familiarity with customer call platforms and analytics tools.
Ideal Candidate Profile
- Experienced in customer support operations within technical or digital product environments, capable of multi-channel communication.
- Demonstrates ability to manage escalations and coordinate cross-functionally with development and QA teams.
- Skilled in mentoring team members and improving support processes to enhance customer experience and operational efficiency.