Incident Analyst

Sales and Support
1-3 years

About Mitsogo

Mitsogo is a global organization that highly values the contributions of each employee. Our ability to attract top talent is a testament to our commitment to fostering a sense of belonging for everyone. We recognize the rapid evolution of technology and society that impacts our industry, and we prioritize equipping our employees with diverse opportunities and empowering them with a wide range of skills.

About Hexnode

Hexnode, the Enterprise software division of Mitsogo Inc., was founded with a mission to simplify the way people work. Operating in over 100 countries, Hexnode UEM empowers organizations in diverse sectors. Fueling the transformation to a seamless ecosystem of connected tools, Hexnode is revolutionizing the enterprise software and cybersecurity landscape.

Roles And Responsibilities

  • Support Coordinate will be the first point of contact for Business.
  • Coordinate customer support activities, ensuring timely response and resolution of customer issues
  • Maintain accurate records of customer interactions and transactions
  • Record and classify received Incidents and undertake an immediate effort to restore a failed IT Service as quickly as possible.
  • Distribute, share, or assign tickets to the right team and right agents
  • Maintain the KPIs and SLAs as per the policy
  • Keep business users informed about their bugs status at agreed intervals
  • Provide first-line investigation and diagnosis of all Bugs.
  • In case the L1 Team requires additional Support, Coordinate with the appropriate L2 Support
  • Identify opportunities for process improvement and contribute to the development of support documentation
  • Collaborate with cross-functional teams to escalate and resolve complex customer issues
  • Stay updated with product knowledge and industry trends to provide the best support to customers.
  • Shift : US Shift 6 PM to 3 AM or 9 PM to 6 AM IST


Qualifications And Skills

  • Bachelor’s degree in a relevant field
  • 1-3 years of experience in a customer support role
  • Excellent communication and interpersonal skills
  • Strong problem-solving abilities
  • Ability to prioritize tasks and meet deadlines
  • Proficiency in using support tools and software
  • Knowledge of tools like Zendesk, HubSpot, or customer success team CRMs.
  • Ability to work effectively in a team environment
  • Attention to detail and organizational skills
  • Positive, energetic, enthusiastic attitude
  • Strong attention to detail
  • Excellent at multitasking & task prioritization
  • Skilled use of Microsoft Office Suite, e.g. Word, Outlook, PowerPoint, etc.
  • Ability to apply judgment in high-pressure situations with minimal external guidance

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