Product Support Analyst

Responsibilities

• Provide expert level support to customers, analysing and resolving issues.
• Collaborate with internal teams (e.g., developers, QA, product management) to identify and resolve complex issues.
• Develop and maintain comprehensive documentation of software-related issues and resolutions.
• Assist manager on refining technical procedures and best practices.
• Participate in onboarding and training programs for new customers and support staff.
• Conduct regular review and analysis of customer feedback to identify trends and areas for improvement.

Requirements:

• 4+ years of experience working as a senior support analyst on a leading retail B2B software platform
• Good experience on 1st & 2nd level Enterprise Product/Application Support
• Excellent analytical and problem-solving skills, with the ability to analyse complex issues and provide effective solutions.
• Strong computer skills with a good understanding of best practices
• Strong communication and interpersonal skills, with the ability to work effectively with internal teams and external customers.
• Experience with Zendesk/ServiceNow/Jira and other ticketing systems.
• Experience working in a retail domain
• Proven track record of providing excellent customer service and resolving complex technical issues.
• Bachelors degree or related field
• Strong understanding of internet technologies, including HTTP, FTP, EMAIL, Database, Enterprise Web Applications.Role & responsibilities

RECRUITER:

Sagar- 8700434799

Saloni- 6398630632