Product Analyst

About the Company

Product Analyst – Job Description The role requires an individual who takes ownership to resolve customer issues and responds appropriately.

About the Role

The role requires an individual who takes ownership to resolve customer issues and responds appropriately.

Responsibilities

• Resolving tickets received from clients within defined SLA
• Coordinate with developers for the issues received in tickets to fix it for clients
• Follow up with other teams on the issues which require code change and inform the clients accordingly
• Coordinate with US team to get input on tickets
• Regularly reviews incidents logged
• Uses technical understanding to question and resolve issues raised by clients
• Ensures all calls logged are clearly written so that any team member can understand the issue
• Takes day to day responsibility for resolving issues through CRM tool
• Understands and executes against agreed processes for implementing fixes/changes
• Provides regular client and internal communication on assigned activity and incidents - highlighting any issues that might impact delivery in the defined timescales to Team Leader/Support Manager
• Escalates to Team Leader/Support Manager when there are resource conflicts, or when SLA's are at risk of not being met

Qualifications

• Experience on Oracle or Microsoft SQL server database - Certification preferred but not must
• Client interaction exposure
• Good communication skills, Verbal and Written both, is a MUST
• Please note that this role works on a rotational / US shifts and weekend shifts (Rotational)

Required Skills

• 0-1 year of experience

• Only candidates who can join immediately will be preferred.

• Able to share ideas with the team and self-confident
• Go-getter and solution-oriented personality
• Very quick learner and keen to learn new things

Preferred Skills

• A continual desire to go above and beyond to resolve customer issues within SLAs and suggest more efficient and effective ways of working
• Willing to work in a fast paced, dynamic environment
• Ability to communicate both internally and externally
• Ability to multi-task, work under pressure and to tight deadlines
• Positive ‘can-do’ attitude, team player
• Efficient and Proactive