Unified Communications Analyst

The Team: Fueling the technologies that drive our products and support our company's infrastructure, the Technology team consists of talented developers, network architects, and IT experts who help make technology one of Morningstar's core strengths. Though our technologists represent a range of skills and knowledge bases, they all view technology as a craft and care deeply about creating positive user experiences. From Agile methodologies to mobile applications, to software as a service (SaaS) delivered from our private cloud, we push technology's boundaries to build scalable, elegant solutions that help investors reach their financial goals.
About the role
As a Unified Communications Analyst, you are primarily responsible for the day-to-day activities for Morningstar's Unified Communications systems. You will provide first-class support to our global colleagues supporting various collaboration products and tools. This role reports to the Unified Communications Manager and is based in our Mumbai office.
Job responsibilities• Provide support for customer incidents focused on collaboration platforms and products.• Identify, isolate, and resolve problems to mitigate business impact.• Contribute to the roadmap for continuous improvement and growth of the tools and systems.• Work closely with colleagues to meet team goals and improve processes and practices.• Provide and maintain detailed documentation for employees and support team.• Act as systems/process expert and provide all setup and programming for teams that utilize voice systems.• Incident management - diagnose, resolve, and close incidents. Support may be provided in person or remotely.• Resolve and own technical problems until resolution.• Serve as a technical resource on projects as required.• Provide training, guidance, and technical assistance where necessary to other technical support staff.
Qualifications• Experience in supporting and using Five9, Teams voice, Zoom, and Verint highly preferred.• Educated to degree level with 3 years or more experience, specializing in the voice or unified communications field.• Previous customer service experience is essential.• Excellent customer service and logistical skills.• Ability to manage workload and work independently.• Must be proactive with the ability to multi-task and prioritize along with having a flexible attitude to meet tight deadlines.• Strong team player.
Morningstar is an equal opportunity employer
I10_MstarIndiaPvtLtd Morningstar India Private Ltd. (Delhi) Legal Entity
Morningstar's hybrid work environment gives you the opportunity to work remotely and collaborate in-person each week. We've found that we're at our best when we're purposely together on a regular basis, at least three days each week. A range of other benefits are also available to enhance flexibility as needs change. No matter where you are, you'll have tools and resources to engage meaningfully with your global colleagues.