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 functionalities, 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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