The purpose of the role “Product Support Analyst” is to provide functional support to global customers for the application through different channels.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- This role is focused on managing the level 2 support of the Product.
- He/ She would be required to do first level of analysis after the issue/change is reported by client and after that need to take this ahead with internal cross-functional team.
- He/ She would perform testing after bug fixes/changes on UAT/Pre-Prod environment before the Production deployment or before getting sign-off confirmation with the client.
- Continuous follow ups with cross functional team to get the tasks/bug fixes done prior to predefined SLAs.
- The role requires the Analyst to be a good communicator and coordinator and should be able to liaise between teams to get the work completed.
- The role would require direct interaction with the client over calls, emails and chats.
- Should be SLA driven and ensure the expected levels are always met.
- Handle ad hoc requests logged from clients and get it completed before the predefined SLA timelines.
- He/ She will be responsible to perform the data load via ETL procedures.
- He/ She should do sanity checks to be done on production.
- He/ She will be responsible to develop or improve business process.
- Responsible to maintain the quality of deliverables.
