Position Summary:   Icare associate / customer analyst will report to the Manager and will serve as Customer analyst for Informatica’s enterprise customers. Customer analyst will call back the existing/new customers to review support offerings, how to use their maintenance contract efficiently, win back disengaged customer base, capture information provided and upload it back on to the CRM.

The tech must be able to work in a high technology environment and be aligned to the US.

Duties and Responsibilities:

·        Meet or exceed defined monthly, quarterly, and annual sales quota

·        Assist with accurate forecasting and weekly reporting

·        Obtain a clear understanding of Informatica product and support value proposition

·        Communicating courteously with customers by telephone, email.

·        Providing help and advice to customers using the Informatica products or services on the support processes and leveraging the support organization.

·        Escalating to technical team for solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants.

·        Keeping accurate records of discussions or correspondence with customers.

·        Analyzing statistics or other data to determine the level of customer service your organization is providing.

·        Writing reports analyzing the customer service that GCS provides.

·        Developing feedback or complaints procedures for customers to use.

·        Keep customer data up-to-date with the changes that takes place on contacts and other key customer touch points

·        Manage ongoing customer success

Minimum Requirements:

·      A Bachelor's degree in Computer Science or related technical field.

·      Strong Logical reasoning and Analytical Skills.

·      Minimum 6 months to 2 years working experience in voice based technical support processes

·      3 years of experience in customer management/relationship/liaison kind of roles.

Skills Required:

·        Excellent oral and written communication skills

o   Ability to communicate clearly and succinctly

o   Ability to compose a grammatically correct, concise, and accurate paragraph

·        Ability to understand and prioritize issues to meet customers needs.

·        Strong interpersonal skills, ability to establish and maintain effective working relationships.

·        A high degree of analytical and problem solving abilities.

·        Informatica Products experience (Desirable)

·        Experience with SAP, Salesforce.com, People soft, EAI products and/ or Data Warehousing, Data Integration and Business Intelligence tools will be advantageous (Not a absolute necessity)