Product Analyst

Role Overview: As a Product Analyst at PRISM, your primary responsibility will be to take ownership of resolving customer issues and responding promptly. You will play a crucial role in coordinating with various teams to ensure timely resolution of tickets and incidents. Additionally, your role will involve regular client communication and adherence to defined processes for issue resolution. Key Responsibilities: - Resolving tickets received from clients within the defined SLA. - Coordinating with developers to fix issues for clients. - Following up with other teams on issues requiring code changes and informing clients accordingly. - Coordinating with the US team to gather input on tickets. - Regularly reviewing and logging incidents. - Using technical understanding to question and resolve issues raised by clients. - Ensuring all logged calls are clearly documented for easy understanding by team members. - Taking day-to-day responsibility for issue resolution through CRM tools. - Executing against agreed processes for implementing fixes/changes. - Providing regular client and internal communication on assigned activities and incidents, highlighting any issues impacting delivery timelines to Team Leader/Support Manager. - Escalating to Team Leader/Support Manager in case of resource conflicts or SLA risks. Qualifications Required: - Experience with Oracle or Microsoft SQL Server database, certification preferred but not mandatory. - Exposure to client interactions. - Strong communication skills, both verbal and written. - Ability to work on rotational shifts including US shifts and weekends. Additional Details: - The role requires a proactive and efficient individual with a positive attitude and a willingness to go above and beyond to resolve customer issues within SLAs. - You should be willing to work in a fast-paced, dynamic environment, communicate effectively internally and externally, multitask, work under pressure, and meet tight deadlines. - Desirable skills include the ability to share ideas with the team, self-confidence, being solution-oriented, a quick learner, and keen to acquire new knowledge.,