Senior Product Support Analyst
1 month ago
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:
4 – 9 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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