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Lead Product Support Analyst
4 months ago
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 requestsProvide troubleshooting and technical support via phone, web-based tools and emailAdvise customers regarding the product's proper use and address specific user issuesDuring problem escalations, act as a liaison between customers and Level 3 supportCandidate should assist the customers during deploymentsWill 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 opportunitiesCreate 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 organizationProviding apt solutions to client requirements and implementation in co-ordination with IT teamsMetrics handling for managing application health (MTTR, MTBF, etc.)Collection of requirements regarding the new enhancements and documentation.Co-ordinate setup of DEV/QA/UAT environmentsCo-ordinate with IT teams for timely delivery of the work items with the highest qualityPerform staff scheduling level 1/2 support during normal business hours and on-call supportsPreparing 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 expertiseAbility to understand web-application functionalities, customizations, browser & resolution support, responsiveness.Solid experience in problem analysis and resolution of software problemsProven ability to function in a self-directed environmentMust excel in a fast-paced, agile environment where critical thinking and strong problem solving skills are required for successInnovative thinker who is positive, proactive, and readily embraces changeAbility to handle clients professionally during all interfacesStrong written and verbal communication skillsCandidate should be ready to work in 24x7 rotational shiftsShould have significant experience in Production Support environment managing L1 and L2 activitiesKnowledge or certification in ITIL processes is desirableExposure to agile delivery environment is desirable.Work closely with development team
