CSS team is responsible for providing end-to-end CLM support to global customers and internal Teams. Following services are provided under CSS umbrella - Contract review, metadata abstraction, obligation extraction, COE (Center of excellence) support for the CLM tools
Analyst will be supporting the delivery of CLM / Obligation Management services for our customers. This role will front end all the delivery models and will be the key task performer for all CSS services defined below.
Tasks expected from the job holder on daily / weekly / monthly basis o CLM Support : Helpdesk role to include
Manage Helpdesk Application and its run and maintain activities.
Support global end users via email / phone in an 24 by 7 support model
Answer queries regarding the high level contracting process, type of template usage, Contract & Compliance Management and support CLMS tool s back-end / admin related queries
Traditional Help Desk tasks including client and internal Trouble Ticket and Change Request acceptance, categorization and routing of issue, closure of level 1 tickets, proactive status monitoring against client agreed SLAs, escalation, and closure.
Follow SOPs, scripts, templates, etc.
Ability to effectively manage Helpdesk workflow
Client Communication :
Customer facing troubleshooting, finding creative ways to solve business issues with application and tailoring of Business Rules.
Actively participating in the client calls.
6 months - 1 year of Helpdesk / Customer Support experience is required
Knowledge of CLM tools, contracts will be preferred
Graduate in any stream
Should have working knowledge of MS office, must be proficient in MS Excel and MS Word
Practical and simple problem solving approach
Excellent verbal and written communication skills with the ability to get on the calls with clients
Strong interpersonal skills and the ability to establish effective relationships at all organizational levels
Highly motivated, independent and confident with strong team skills and quality mindset
Contribute towards implementation of improvement and development programs for the Associates
Openness to new ideas and ability to understand other's points of view and adjusts his / her own approach accordingly.
Exhibit necessary attributes of confidence, tolerance, empathy, optimism and respect for others in times of change.
Ability to be highly responsive, reactive and comprehending of a wide variety and volume of business challenges
High levels of personal energy and appetite for work and success
All specific company policies to apply without exception
Compulsory adherence of ISO / IEC 27001 : 2013 guidelines