Tech Support and Analyst

Position: Tech Support and Analyst (AI Products) (1 to 2 years)Company: Big Rattle Technologies Private Limited

Location: Mumbai

Open for candidates from Mumbai only. Immediate Joiners only.

Summary:

We are seeking a detail-oriented and proactive Tech Support & Analystto support customer support and analysis functions for our AI products. You will also support projects with tasks like image annotation, labeling, and data management.

Key Responsibilities:Tech Support:

• Track, document, analyse, resolve and escalate issues as needed
• Respond to customer queries via email, chat, or support tools within stipulated SLAs
• Liaison with IT/ Software development team for resolutions
• Assist customers with product-related concerns and troubleshoot issues
• Create manuals, process flow diagrams, presentations as needed as part of training and issue resolution

Data Analysis, Management & Reporting:

• Collate, clean, validate, and maintain structured and unstructured datasets from various internal and external sources.
• Write SQL queries to extract and manipulate data from relational databases.
• Identify trends, anomalies, and insights through exploratory and statistical analysis to support business decisions.
• Create, maintain, and automate dashboards and performance reports using BI tools such as Power BI, Tableau, or Looker.
• Ensure data accuracy, completeness, and integrity.
• Analyze data and communicate findings accurately through visualizations and concise summaries.
• Handle ad-hoc data requests related to data and analysis

Data Annotation & Labeling:

• Accurately label and annotate data (including images, text, or structured data) as per project guidelines.
• Maintain consistency and quality across annotation tasks..
• Collaborate with internal teams to improve annotation standards.

Required Skills (hand-on experience in the following):

• Experience in customer service function handling technical support issues
• Understanding of customer service metrics (e.g., CSAT, ticket resolution time, SLAs).
• Hands-on experience in Python, R, or any data scripting for automation or analysis.
• Strong proficiency in Excel and SQL, with the ability to write optimized queries.
• Good Knowledge of ML / AI concepts (annotation, dataset preparation, etc.).
• Familiarity with data annotation / labeling tools or platforms.
• Attention to detail, accuracy, and consistency in all data-related tasks.
• Strong communication skills (written and verbal English) and customer orientation.
• Ability to work on repetitive tasks without compromising quality.
• Self-motivated with good time management and organizational skills.

Required Qualifications:

• Bachelor's degree in Computer Science, Engineering, Statistics, or a related discipline.
• 1–2 years of experience in tech support, product support, analytics, or similar roles.

Why should you join Big Rattle?

Big Rattle Technologies specializes in AI/ ML Products and Solutions as well as Mobile and Web Application Development. Our clients include Fortune 500 companies. Over the past 13 years, we have delivered multiple projects for international and Indian clients from various industries like FMCG, Banking and Finance, Automobiles, Ecommerce, etc. We also specialise in Product Development for our clients.

Big Rattle Technologies Private Limited is ISO 27001:2022 certified and CyberGRX certified.

What We Offer:

• Opportunity to work on diverse projects for Fortune 500 clients.
• Competitive salary and performance-based growth.
• Dynamic, collaborative, and growth-oriented work environment.
• Direct impact on product quality and client satisfaction.
• 5-day work week (Work from Office).
• Certification reimbursement.
• Healthcare coverage.

How to Apply:

Interested candidates are invited to submit their resume detailing their experience. Please detail out your work experience and the kind of projects you have worked on. Ensure you highlight your contributions and accomplishments to the projects.

Send your resume to with 'Application for Tech Support and Analyst - AI Products'' in the subject line.

Job Type: Full-time

Pay: ₹200, ₹500,000.00 per year

Benefits:

• Flexible schedule
• Health insurance
• Leave encashment
• Life insurance
• Provident Fund
• Work from home

Application Question(s):

• What is your notice period?
• Are you from Mumbai/Navi Mumbai/Thane?
• What is your current CTC? and in hand salary per month
• What is your expected CTC? and expectation of in hand salary per month
• Years of Work experience in Customer/ Client Support?
• Any experience in image annotation, labeling, and data management?
• Any experience in tech skills like Power BI, Tableau, or Looker?
• Do you know how to Write SQL queries?
• Years of work experience in Technical Support:

Work Location: In person