Associate - Platform Support

ZS is a place where passion changes lives. As a management consulting and technology firm focused on improving life and how we live it , our most valuable asset is our people. Here you'll work side-by-side with a powerful collective of thinkers and experts shaping life-changing solutions for patients, caregivers and consumers, worldwide. ZSers drive impact by bringing a client first mentality to each and every engagement. We partner collaboratively with our clients to develop custom solutions and technology products that create value and deliver company results across critical areas of their business. Bring your curiosity for learning; bold ideas; courage an d passion to drive life-changing impact to ZS.
Our most valuable asset is our people .
At ZS we honor the visible and invisible elements of our identities, personal experiences and belief systems-the ones that comprise us as individuals, shape who we are and
make us unique. We believe your personal interests, identities, and desire to learn are part of your success here. Learn more about our diversity, equity, and inclusion efforts and the networks ZS supports to assist our ZSers in cultivating community spaces, obtaining the resources they need to thrive, and sharing the messages they are passionate about.
What you'll do :

• Handle request escalation from multiple sources like email, telephone, and cases.
• Input requests into problem tracking database and assign Tier 2 group for resolution.
• Solicit user feedback of services to upgrade service quality.
• Troubleshooting IT-related issues for a user population of ZS employees and clients using ZS proprietary software via telephone and remote access.
• Contribute to improving user support by actively responding to queries and handling complaints.
• Establish best practices through the entire Tier1 support process.
• Working in a 24*7 environment.
• IT team projects as assigned.
• Proactively report unusual and recurring issues to management.
• Complete administrative tasks, such as tracking emails/tickets, assisting with organizational efforts.

What you'll bring:

• Bachelor's degree required, Master' s degree desirable.
• 1-2 years of relevant experience in customer support, or as an IT ServiceDesk Associate (preferred).
• Knowledge of AWS services / AWS certifications preferred.
• Knowledge on AWS fundamentals, IAM, Redshift, S3 and workspaces.
• Knowledge about service catalogs, incident management, case management, change management and should have Experience in managing Service desk emails.
• Prior work experience in a similar role is preferred.
• Ability to approach problem-solving methodically and analytically.
• Strong oral and written communication skills.
• Strong customer service orientation.
• Ability to work varied hours, enabling support in a 24/7 environment.

Perks & Benefits:
ZS offers a comprehensive total rewards package including health and well-being, financial planning, annual leave, personal growth and professional development. Our robust skills development programs, multiple career progression options and internal mobility paths and collaborative culture empowers you to thrive as an individual and global team member.
We are committed to giving our employees a flexible and connected way of working. A flexible and connected ZS allows us to combine work from home and on-site presence at clients/ZS offices for the majority of our week. The magic of ZS culture and innovation thrives in both planned and spontaneous face-to-face connections.
Considering applying?
At ZS, we're building a diverse and inclusive company where people bring their passions to inspire life-changing impact and deliver better outcomes for all. We are most interested in finding the best candidate for the job and recognize the value that candidates with all backgrounds, including non-traditional ones, bring. If you are interested in joining us, we encourage you to apply even if you don't meet 100% of the requirements listed above.
To Complete Your Application:
Candidates must possess work authorization for their intended country of employment.
An on-line application, including a full set of transcripts (official or unofficial), is required
to be considered.
NO AGENCY CALLS, PLEASE.
Find Out More At:
www.zs.com