Product Support Analyst--PD

2 weeks ago

hyderabad, India Programming.com Full time
Job Description
Title Job: Product Support Analyst
Location : Hyderabad (Preferred)
Experience:
Consultant : 4+ Years (2 positions)
Senior Consultant : 5–9 years (1 position)
Compensation :
Consultant: Up to 10 LPA
Senior Consultant : Up to 16 LPA
Notice Period : Immediate to 15 days
Job Purpose
We are seeking a Product Support Analyst to join our team and ensure seamless operations for our products. The ideal candidate will have strong analytical skills, technical expertise, and a proactive approach to troubleshooting and resolving issues. As a Product Support Analyst, you will work closely with cross-functional teams to provide technical support and enhance customer satisfaction.
Key Responsibilities
► Provide technical and operational support for product-related issues.
► Analyze and resolve customer concerns promptly to minimize downtime.
► Collaborate with product development teams to identify and fix bugs.
► Conduct root-cause analysis and implement solutions for recurring issues.
► Maintain up-to-date documentation of troubleshooting steps and resolutions.
► Assist in onboarding and training clients on product functionalities.
► Monitor product performance and proactively address potential risks.
► Follow best practices for incident management and escalation procedures.
Qualifications & Skills
► Bachelor’s degree in Computer Science, Information Technology, or a related field.
► 4+ years of experience in product support or a similar role for Consultant positions.
► 5–9 years of experience for Senior Consultant positions.
► Strong expertise in SQL for querying and database troubleshooting.
► Knowledge of API integrations and debugging tools.
► Familiarity with ITSM tools (e.g., ServiceNow, Jira).
► Understanding of application monitoring tools (e.g., Dynatrace, Splunk).
► Excellent problem-solving and analytical skills.
► Strong verbal and written communication to interact with stakeholders.
Technical Skills
SQL, API Integrations, ITSM Tools, Application Monitoring Tools, Troubleshooting, Incident Management, Root Cause Analysis

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