Product Analyst

Follow up withother teams on the issues which require code change and inform the clients accordingly

Coordinate withUS team to get input on tickets

Regularly reviewsincidents logged

Uses technicalunderstanding to question and resolve issues raised by clients.

Ensures all callslogged are clearly written so that any team member can understand the issue.

Takes day to dayresponsibility for resolving issues through CRM tool.

Understands andexecutes against agreed processes for implementing fixes/changes.

Provides regularclient and internal communication on assigned activity and incidents -highlighting any issues that might impact delivery in the defined timescales toTeam Leader/Support Manager.

Escalates to TeamLeader/Support Manager when there are resource conflicts, or when SLA's are at risk of not being met.

Skills Experience (Essential)

Experience onOracle or Microsoft SQL server database - Certification preferred but not must

Client interaction exposure

Goodcommunication skills, Verbal and Written both, is a MUST

Please note thatthis role works on a rotational / US shifts and weekends

Able to shareideas with the team and self-confident.

Go-getter andsolution-oriented personality

Very quicklearner and keen to learn new things

A continualdesire to go above and beyond to resolve customer issues within SLAs andsuggest more efficient and effective ways of working

Willing to workin a fast paced, dynamic environment

Ability to communicateboth internally and externally

Ability tomulti-task, work under pressure and to tight deadlines

Positive can-doattitude, team player

Efficient and Proactive