Senior Product Support Specialist

3 weeks ago

Bengaluru, Karnataka, India Campus Management Full time
Job Description

Primary Responsibilities:

- Strong understanding of APIs, SSO, and Integrations
- Provide expert-level product support to customer issues
- Experience supporting SaaS-based products
- Investigate, resolve, and provide root cause analysis for application issues
- Use SQL scripts for queries and troubleshooting stored procedures
- Use SQL Profiler to identify root causes
- Communicate timely and professional updates via incident tracking tools
- Establish and maintain rapport and credibility with diverse customers
- Coordinate efficiently with customers, development teams, and internal support teams
- Gather and document product requirements to pass to the product management team
- Escalate issues to Level II/Level III analysts or development as necessary
- Adhere to established guidelines and best practices for issue resolution
- Mentor and train junior support analysts on technical and procedural aspects of products
- Maintain strong documentation skills for clear, professional communication
- Possess excellent verbal and written communication skills

Required Skills/Qualifications:

- Minimum of 6+ years of experience in application support
- Willingness to work night shifts
- Strong written and oral communication skills
- Excellent documentation skills for professional customer interactions
- Fluency in written and spoken English
- Educational qualification: BE (CS), BCA, MCA

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