Product Analyst

The Product Analyst role in the Support PRISM Department requires an individual who takes ownership to resolve customer issues and responds appropriately. The major deliverables of this role include resolving tickets received from clients within defined SLA, coordinating with developers for the issues received in tickets, following up with other teams on issues requiring code change, coordinating with the US team for input on tickets, regularly reviewing incidents logged, using technical understanding to question and resolve issues raised by clients, ensuring clear and comprehensive logging of all calls, taking day-to-day responsibility for resolving issues through CRM tool, understanding and executing agreed processes for implementing fixes/changes, providing regular client and internal communication on assigned activity and incidents, and escalating to Team Leader/Support Manager when there are resource conflicts or SLAs are at risk of not being met. The essential skills and experience required for this role include experience with Oracle or Microsoft SQL server database (certification preferred but not mandatory), client interaction exposure, and excellent communication skills both verbal and written. Please note that this role involves working on rotational/US shifts and weekends. Desirable skills and experience include the ability to share ideas with the team, a go-getter and solution-oriented personality, being a quick learner, and a continual desire to go above and beyond to resolve customer issues within SLAs and suggest more efficient ways of working. Personal attributes sought for this role include a willingness to work in a fast-paced, dynamic environment, ability to communicate effectively internally and externally, multitasking ability, working under pressure and tight deadlines, positive can-do attitude, being a team player, and being efficient and proactive.,