Job Location: Pune( Koregaon Park )
OUR CULTURAL BELIEFS
- Patient Minded: I act with the patients best interest in mind.
- Client Delight: I own every client experience and its impact on results.
- Take Action: I am empowered and empower others to act now.
- Grow Talent: I own my development and invest in the development of others.
- Win Together: I passionately connect with anyone, anywhere, anytime to achieve results.
- Communication Matters: I speak up to create transparent, thoughtful and timely dialogue.
- Own It: I hold myself and others accountable for results.
- Embrace Diversity We create an environment of awareness and respect
THE POSITION:
- 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 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
The above list reflects the general details necessary to describe the expectations of the position and shall not be construed as the only expectations that may be assigned for the position.
An individual in this position must be able to successfully perform the expectations listed above.
MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:
- 3 – 4 years of experience
- Have been in Client facing roles.
- Strong analytical skills, Conceptual thinking, Quick Learner & Effective time management
- Excellent verbal & written communication skills.
- Should have basic knowledge about Software Development Lifecycle Process.
- Must have directly faced international clients from different geographies.
- Technical Skills: Proficient Knowledge of MS Excel & Data Analysis (Data Interpretation and Validation),
- Experience with using any ticketing tool such as JIRA / Servicenow, etc.
- Flexible in working in European window (10:30 /11pm)
- Should be a fast learner and detail oriented
- Result oriented and should drive closures and resolutions through follow-ups
- Candidate must be Proactive.
PREFERRED QUALIFICATIONS:
- (BE / BTech/ ME/ MTech/ BCA/ MCA/ BCS/ MCS) with relevant experience.
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