Total 1 technical analyst job vacancies in Customer Service category in Pune

Senior Platform Support Analyst

Experience : 1-4 yrs.
 

Role Summary

Advanced platform support role for complex ticket resolution, in-depth troubleshooting, and handling escalations across product, labs, enterprise admin, and billing/account operations. Requires strong understanding of escalation vs. resolution, coaching juniors, and maintaining excellent customer experience in a 24×7 environment.

Key Responsibilities

• Own complex/escalated cases across email, live chat, and queues
• Troubleshoot advanced access, account setup, enterprise roles, team hierarchy, content availability, onboarding
• Analyze history, impact, configuration, and dashboards to identify root cause and resolution path[CC1] 
• Create/link/track JIRA issues for product defects
• Coordinate labs, mobile app, account disputes, refunds, content issues, sales handoffs, enterprise support
• Collaborate with product/engineering/lab/content/CS/sales for timely resolution
• Apply priority judgment by business impact, customer type, severity
• Handle subscription modifications, coupon flows, account workflows as per policy
• Review ticket quality; mentor juniors on categorization, comms, troubleshooting
• Create/maintain KB articles, macros, SOP improvements for recurring problems[CC2] 
• Identify trends and suggest improvements, training, automation
• Participate in queue reviews, backlog reduction, SLA recovery, and quality initiatives
• Drive urgent communication and escalate to L2/engineering/specialists as needed

Required Qualifications

• Bachelor’s degree in Computer Engineering or equivalent.
• 3–5 years in platform/SaaS/application/e-learning/technical support
• Strong hands-on with ticketing systems and structured escalations
• Understanding of SLA-driven operations and cross-functional resolution
• Strong English Written & Verbal communication.
• Customer escalation handling and sensitive billing cases
• Clear written communication and stakeholder coordination
• Operate independently on ambiguous issues and route correctly
• KB/SOP/macro usage and dashboard-driven operations
• Prioritization by severity/impact and service recovery
• Awareness of automation in support ops

 [CC1]Not a must have

 [CC2]Not a must have