Technical Analyst

2 weeks ago

Baltimore, United States 3clogic Full time

At 3CLogic, we are big believers that our people are the most important asset we have and that winning is a team sport.
3CLogic is a fast growing, venture-backed, SaaS “startup” with our headquarters in Rockville, Maryland. Some of our roles are local to the main office and others are remote, but we have talented individuals working from everywhere as we continue to build our safety-first hybrid remote and in-person culture, and we care more about what you might bring to our team and where you want to go in your career than where you are located.
We realize you've very likely read tons of job descriptions that look a whole lot like this one. But what we can't put in words is why we would love to hear from you. You've heard the term "living in the gray area," right? Well, a great fit for 3CLogic is someone who wants to live in technicolor. There's never a gray moment here We are all entrepreneurs at heart, who believe that when you bring your full self to work, the possibilities are infinite.
If your interest is piqued, let's chat We'd love to show you, rather than tell you, what makes us special, and find a place in our organization where you can thrive.
What we do
Ever call a company or organization for help and wait on hold forever only to get to a person who can’t help you? Well we are the ones that fix that
3CLogic is a global provider of voice AI, Contact Center, and SMS solutions to enterprise and Global 2000 organizations worldwide – think 7-Eleven, Swiss Railways, Regeneron, Northeastern University, Hyatt Hotels, or LabCorp. Organizations leverage our technology and services every day to increase the quality of service to their customers/employees, improve the performance of the agents serving them, lower their operational costs, and optimize how easy it is to analyze and manage it all. We make calling for help a positive experience and efficient channel for everyone
A strategic ServiceNow and SAP partner, 3CLogic is paving the way for organizations to digitally transform customer and employee experiences, deliver conversational voice self-service offerings, enable remote work at scale, and leverage AI to drive better business outcomes.
We are growing quickly and are looking for energetic candidates seeking to join a fast-paced company and market Is that you? If so, please send a copy of your resume and cover letter.
General Job Details:
Position Name: Technical Analyst
Experience: 2 to 6 yrs
Job Type: Permanent
Location: Sector-142, Noida
Position Summary:
As a Technical Analyst at 3CLogic, you will play a critical role in delivering quality and effective technical assistance to our clients utilizing 3CLogic's proprietary contact center solutions and tools. Your primary responsibility will be to provide technical support, troubleshooting, and issue resolution for complex inquiries and incidents reported by clients. You will work closely with the 3CLogic Global Service desk team, internal departments, and third-party vendors to ensure timely and effective resolution of technical issues, contributing to the overall satisfaction and success of our clients.
Key Responsibilities:
Technical Support: Provide advanced technical assistance and troubleshooting for complex issues related to contact center solutions using analytical and fast thinking, including but not limited to telephony systems, IVR configurations, call routing, CRM integrations, and reporting tools.
Incident Management: Receive, prioritize, troubleshoot, and resolve escalated incidents and service requests reported by clients within agreed SLA targets. Ensure proper documentation, tracking, and resolution of incidents using ticketing systems.
Root Cause Analysis: Conduct thorough investigation and root cause analysis for recurring or critical incidents to identify underlying issues and implement permanent fixes or workarounds to prevent future occurrences.
Customer Communication: Maintain clear and proactive communication with clients regarding incident status, resolution steps, and follow-up actions. Provide regular updates and ensure customer satisfaction throughout the resolution process.
Collaboration: Collaborate closely with global service desk team members, internal departments (e.g., product development, engineering, quality assurance), and third-party vendors to escalate and resolve complex technical issues promptly.
Knowledge Management: Contribute to the development and maintenance of knowledge base articles, technical documentation, and troubleshooting guides to empower both clients and internal teams with self-service resources.
Continuous Improvement: Identify opportunities for process improvements, automation, and efficiency enhancements within the service desk operations. Proactively suggest and implement solutions to streamline support workflows and enhance service quality.
Qualifications:
Bachelor's degree in Computer Science, Information Technology, Electronics and Communication Engineering, or a related field is a must.
2-6 years of experience in a technical support role within the IT industry, preferably in a contact center or customer service environment.
Experience providing technical support, fast and effective troubleshooting complex technical issues, and resolving escalated incidents.
Proficiency in handling ITSM systems, CRM systems (such as Servicenow or JIRA).
Proficiency in Databases Like MySQL and Postgres.
Proficiency in Analysis of application logs, understanding Error states, and coming up with resolutions.
Strong analytical and problem-solving skills, with the ability to diagnose and resolve technical issues efficiently.
Excellent communication skills, both verbal and written (interaction with Global customers), with the ability to communicate technical concepts effectively to both technical and non-technical stakeholders.
Experience in customer relationship management, including managing client expectations, providing regular updates, and ensuring customer satisfaction.
Experience in root cause analysis and continuous improvement initiatives to enhance service quality and efficiency.
Open to work in a fast-paced environment with potential for rotating shifts.
Preferred Qualifications: Proficiency in handling telephony systems, IVR platforms, ACD configurations, CR integration, and related technologies commonly used in contact centers will be an added advantage.
Flexible Working Hours.
Hybrid Working Style.
Health Insurance to Self, Spouse and two kids.

#J-18808-Ljbffr

  • Technical Analyst

    3 days ago

    Baltimore, United States RapidBrains Full time

    Job Title: Technical Analyst Location: Baltimore, US Job Type: ContractExperience: 3-7 YearsJob Summary:We are seeking an experienced Technical Analyst to support and implement Charles River Development (CRD) SaaS solutions. The role involves providing technical support for CRD SaaS implementations, configuring the CRD front-end, and ensuring seamless...

  • RapidBrains | Technical Analyst | baltimore, md

    3 days ago

    baltimore, United States RapidBrains Full time

    Job Title: Technical Analyst Location: Baltimore, US Job Type: ContractExperience: 3-7 YearsJob Summary:We are seeking an experienced Technical Analyst to support and implement Charles River Development (CRD) SaaS solutions. The role involves providing technical support for CRD SaaS implementations, configuring the CRD front-end, and ensuring seamless...

  • RapidBrains | Technical Analyst | baltimore, md

    2 days ago

    baltimore, United States RapidBrains Full time

    Job Title: Technical Analyst Location: Baltimore, US Job Type: ContractExperience: 3-7 YearsJob Summary:We are seeking an experienced Technical Analyst to support and implement Charles River Development (CRD) SaaS solutions. The role involves providing technical support for CRD SaaS implementations, configuring the CRD front-end, and ensuring seamless...

  • Sr. Business Analyst

    8 hours ago

    Baltimore, United States Saxon Global Full time

    ROLE - Sr. Business Analyst Rate - 70-75 on C2C Client - T ROWE PRICE Work Auth - USC or GC ONSITE 2 DAYS A WEEK BALTIMORE MARYLAND NEED 2 References MUST HAVES - Finance exp /investment banking / Master's degree Comm skills 10/10 JOB DESCRIPTION Required: § 8+ years Asset Management experience. § 4+ years Front Office Investment Management project...

  • Sr. Business Analyst.

    10 hours ago

    Baltimore, United States Saxon Global Full time

    Role - Sr. Business Analyst. Rate - $70-75/hr on C2C Work Auth - USC and GC only. Client - T Rowe Price Location - Baltimore , MD. (Onsite) Need 2 Professional references. JOB DESCRIPTION MUST HAVES - Finance exp /investment banking / Master's degree Comm skills 10/10 Required: § 8+ years Asset Management experience. § 4+ years Front Office Investment...

  • Business Analyst

    3 days ago

    Baltimore, United States RapidBrains Full time

    Job Title: Business Analyst (Coric/HP Exstream Expertise)Location: Baltimore, USJob Type: ContractExperience Required: 3-7 YearsJob Summary:We are seeking an experienced Business Analyst with expertise in Coric and/or HP Exstream platforms to drive business solutions, streamline workflows, and enhance document automation and reporting systems. The ideal...

  • NEW CONSTELLATION Systems Analyst

    14 hours ago

    Baltimore, United States TriOptus LLC Full time

    Job Title: Cyber Security AnalystContractor Work Location: Baltimore, MD The Cyber Security Compliance Analyst will exist as part of the broader Cyber Security Governance function that works across Constellation IT and business teams to ensure compliance with cyber-specific laws, rules, and regulations applicable to the organization. Leverages in-depth...

  • Sr. Distribution System Analyst

    1 month ago

    baltimore, United States GlobalSource IT Full time

    GlobalSource IT is working with a Direct Client looking for a Sr. Business Systems Analyst who can help work with their current Data Platform teams to build newer Power BI-based analytics platforms. This person will work with various Stakeholders, BI Developers, and Data Analysts to match requirements to technical capabilities. This will include requirements...

  • Sr. Distribution System Analyst

    2 months ago

    Baltimore, United States GlobalSource IT Full time

    GlobalSource IT is working with a Direct Client looking for a Sr. Business Systems Analyst who can help work with their current Data Platform teams to build newer Power BI-based analytics platforms. This person will work with various Stakeholders, BI Developers, and Data Analysts to match requirements to technical capabilities. This will include requirements...

  • Senior Business Analyst

    9 hours ago

    Baltimore, United States Saxon Global Full time

    JOB SUMMARY: The Senior Business Analyst will lead stakeholders across the front office, and other departments within development of requirements, process flows, testing and implementation in support of highly complex programs. The person will lead detailed analysis work as part of a broader program team, and in direct support of a program manager aligned...

  • Exploitation Analyst 2

    2 weeks ago

    Baltimore, United States OPS Consulting, LLC Full time

    OPS Consulting is seeking experienced Exploitation Analysts 2 with a deep understanding of adversary networks, network defenses, and cyber network operational capabilities to develop exploitation plans and make operational adjustments as plans are executed. Successful candidates may also have experience programming, computer/network security, vulnerability...

  • 80 - Senior Business Analyst

    3 weeks ago

    Baltimore, United States ANGARAI Full time

    ANGARAI is looking for a Senior Business Analyst to play a pivotal role within our client organization acting as a bridge between business needs and technological solutions. The Sr. BA is responsible for the collection and definition of requirements collaborating with crossfunctional teams to deliver effective solutions. The Sr. BA will be deployed to...

  • Senior Business Analyst

    3 weeks ago

    Baltimore, United States LHH Recruitment Solutions Full time

    Job DescriptionJob DescriptionJob Posting: Senior Business AnalystLocation: Hybrid - - Baltimore, MDEmployment Type: 1 year contract with possibility of extensionWork Shift: M - F, Standard Business Hours, (40 hours a week) Job Summary:We are seeking a detail-oriented and experienced Senior Business Analyst to lead and manage business analysis activities for...

  • RapidBrains | Business Analyst | baltimore, md

    3 days ago

    baltimore, United States RapidBrains Full time

    Job Title: Business Analyst (Coric/HP Exstream Expertise)Location: Baltimore, USJob Type: ContractExperience Required: 3-7 YearsJob Summary:We are seeking an experienced Business Analyst with expertise in Coric and/or HP Exstream platforms to drive business solutions, streamline workflows, and enhance document automation and reporting systems. The ideal...

  • Deputy Incident Response Analyst

    6 months ago

    Baltimore, United States Iron Vine Security Full time

    Position Title: Deputy Incident Response Analyst Location: Baltimore, MD Hours: 8 am - 4pm (On-Call as Needed) Position Summary Iron Vine Security is a rapidly growing information security and information technology company in Washington, DC. We are looking to hire an Deputy Incident Response Analyst to provide a full range of cyber security services on a...

  • Claims Analyst

    1 month ago

    Baltimore, United States Cornerstone Transportation Consulting Full time

    Job DescriptionJob DescriptionPosition DescriptionThe Claims Analyst will perform a variety of "changes and claims" related contract administration tasks. An ideal candidate requires experience in transit projects through design, construction and commissioning phases. The Claims Analyst will be responsible for coordinating and reviewing claims / changes and...

  • Sr Business Analyst

    4 weeks ago

    Baltimore, United States ALTA IT Services Full time

    Role Title: Sr Business Analyst – Healthcare/Clinical Role Type: 6 + months contract – strong chance of extensions and/or perm rollover Location: Client in Rockville, MD - 100% REMOTE – candidates must be located in EST/CST PURPOSE: The Sr Business Analyst will have the responsibility to ensure that the business's need for changes to processes,...

  • Help Desk Analyst

    1 week ago

    Baltimore, United States Robert Half Full time

    Job DescriptionJob DescriptionWe are seeking an experienced Help Desk Analyst for our team operating within the Amusement/Recreation Ser/Entertainment industry. The role is based in BALTIMORE, Maryland, 21244-2501, United States and offers an exciting opportunity. Responsibilities:• Provide technical assistance related to Android Development and Microsoft...

  • Business Analyst(W2 Only)

    2 weeks ago

    baltimore, United States 4A Consulting, LLC Full time

    Job SummaryWe are seeking a detail-oriented and strategic Business Analyst with a strong background in Security and expertise in IT Inventory Management to join our team. The ideal candidate will act as a bridge between stakeholders and technical teams, ensuring that IT assets and security protocols align with business goals and compliance requirements.Key...

  • Business Analyst(W2 Only)

    2 weeks ago

    baltimore, United States 4A Consulting, LLC Full time

    Job SummaryWe are seeking a detail-oriented and strategic Business Analyst with a strong background in Security and expertise in IT Inventory Management to join our team. The ideal candidate will act as a bridge between stakeholders and technical teams, ensuring that IT assets and security protocols align with business goals and compliance requirements.Key...