Lead Product Support Analyst

1 month ago

pune, India Simplify Healthcare Full time
Level 1 and Level 2 Technical Senior Support Analyst for the web-based products. Candidate should be highly experienced in providing excellent customer service and problem escalation/resolution.
Experience:
8 – 12 years of experience in a Product technical support environment
Primary Job Functions:
Provide Level 1 and Level 2 support to end user requests
Provide troubleshooting and technical support via phone, web-based tools and email
Advise customers regarding the product's proper use and address specific user issues
During problem escalations, act as a liaison between customers and Level 3 support
Candidate should assist the customers during deployments
Will be responsible for providing support according to priority level of incident or priority tickets, as per severity of escalation and Service Level Agreement ( SLA )
Proactive in nature, identifying problems in advance and looking for continuous service improvement opportunities
Create clear and concise knowledge (FAQ) documents, SOPs and ensure maintenance of the same.
Handling the status calls on daily basis and to track the progress according to the scheduled project plan.
Troubleshooting, Application Problem Solving with good communication coordinating with stakeholders and understanding requirements.
Define/Adhere to processes and ownerships for cross functional services like Demand Management and Configuration-Release-Security management.
Preparing the analysis document by studying the challenges facing by IT organization
Providing apt solutions to client requirements and implementation in co-ordination with IT teams
Metrics handling for managing application health (MTTR, MTBF, etc.)
Collection of requirements regarding the new enhancements and documentation.
Co-ordinate setup of DEV/QA/UAT environments
Co-ordinate with IT teams for timely delivery of the work items with the highest quality
Perform staff scheduling level 1/2 support during normal business hours and on-call supports
Preparing and Reviewing understanding document with Customer and getting sign off.
Required Skills:
Good understanding of either Angular, Asp.Net Core, C#, Kubernetes technologies and/or software development using MS SQL Server, Cosmos dB with 1-2 years hands-on coding expertise
Ability to understand web-application functionalitie s , customizations, browser & resolution support, responsiveness.
Solid experience in problem analysis and resolution of software problems
Proven ability to function in a self-directed environment
Must excel in a fast-paced, agile environment where critical thinking and strong problem solving skills are required for success
Innovative thinker who is positive, proactive, and readily embraces change
Ability to handle clients professionally during all interfaces
Strong written and verbal communication skills
Candidate should be ready to work in 24x7 rotational shifts
Should have significant experience in Production Support environment managing L1 and L2 activities
Knowledge or certification in ITIL processes is desirable
Exposure to agile delivery environment is desirable.
Work closely with development team

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