Job Summary

This role will have 3 facets :

- Analysing Customer Support issues

- Assisting with Customer implementations

- Assisting with Product Quality Assurance Essentially, this person will become a go-to-person for the Product. Over time, expected to develop strong knowledge of the inner workings of the product (business logic, not software code) and functionality

- Provide Level 2 support - Support helpdesk team in problem triaging and fixing any issue pertaining to training or configuration

- Interact with Client teams (business and IT) to understand the exact problem - during implementations or post Go-Live

- Analyse the problem to isolate the problem area and list possible solutions if possible

- Should have good SQL skills (SQL Server preferred) to write queries to understand the data presence through the flow

- If an issue found that is beyond the ability of analyst to fix, he/she should work with the engineering

- If an issue found that is beyond the ability of analyst to fix, he/she should work with the engineering and product team to strengthen/fix the product - Should have the ability to write requirements in detail for the benefit of engineering teams (QA and Dev)

Core Skills required:

- Must have Good SQL knowledge: Should be able to track the data to identify the exact location of problem.

- Must have - Demonstrated experience as product support analyst or product implementation analyst or product quality assurance analyst.

- Communication Skills: should have experience talking to clients and engaging them

- Problem-Solving Skills: Should be able to isolate the problem area

- Critical Thinking Skills: Should be able to provide valuable feedback towards product improvement

- Documentation and Specification Skills: Incident management and problem management along with detailed documents

- Analysis Skills: Should be an analyst at heart, motivated to get to the heart of problems and create simple solutions

- Facilitation and Elicitation Skills: Should be able to facilitate smooth working of engineering teams during problem fixing and QA

- Stronger experience in analytics

Education

- An MBA from IIM is must

- Minimum of 4-6 years of experience

Attributes

- Curious

- Approachable

- Energetic

- Discerning

- Passionate problem-solver

CTC - 20 Lakhs - 23 Lakhs - Salary will not be a constraint for the right candidate.

Interested candidate can WhatsApp on: - 9845025993