Product Support Senior Associate

7 days ago

Pune, Maharashtra, India CRISIL Ltd Full time ₹ 4,00,000 - ₹ 12,00,000 per year

Product Support Sr. Associate

Department

GAC

Job Description

Functional Responsibilities

  • Support the product owner to manage the product backlog, prioritizing features and enhancements based on value, customer feedback, and technical input.
  • Collaborate with stakeholders to gather requirements, define user stories, and establish acceptance criteria.
  • Work closely with development teams to ensure solutions are delivered on time and meet user needs.
  • Monitor product performance, usage metrics, and customer feedback to inform continuous improvement.
  • Respond to customer inquiries via email, chat, ticketing systems, or phone.
  • Troubleshoot and resolve application-related issues, escalating as needed to technical and vendor teams.
  • Log, track, and analyze recurring issues to identify patterns and improve product stability.
  • Document solutions, FAQs, and support procedures in a knowledge base.
  • Collaborate with multiple stakeholders to report bugs and suggest enhancements.
  • Conduct product walkthroughs, training, or onboarding sessions for users when needed.
  • Stay current with product updates, releases, and technical changes.
  • Participate in testing new features or patches prior to deployment.
  • Single POC for business, prior to escalation
  • Should possess solid Excel and Power BI knowledge and good knowledge of Python, R etc., to ideate and drive efficiency projects.
  • Work with stakeholders to prioritize requirements based on business impact and feasibility.
  • Work on large data sets and perform data analysis
  • Perform preliminary testing along with developers and QAs

Client / Stakeholder Management

  • Proactive communication with various stakeholders
  • Build rapport with stakeholders at operational touch points
  • Should be seen as a value-adding team member

Skills


• Diligent and high attention to detail

• Strong oral and written communication skills

• Ability to take ownership and execute tasks independently; being resourceful and adept at trouble shooting.

• Working knowledge of common troubleshooting tools, logs, and diagnostics. Proficiency in Power BI, MS Excel and other Microsoft applications

• Positive attitude with qualities of a team player

Open Positions

1

Mandatory Skills

Application Support, troubleshooting, User story

Education Qualification

Three years full time Graduation: B.Com / BMS / Bachelors in Computer Science etc.

Experience

3 to 6 years

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