Product Support Analyst- Bizapps

As a Product Support Analyst - I at Trek, you will be an integral part of the IT - Technical Product Support team, providing tier-2 support for the Business Applications team. Your primary responsibility will be to investigate and resolve customer-submitted tickets related to Enterprise Business Applications while ensuring exceptional customer service. **Key Responsibilities:** - **Provide Technical Support:** Investigate and resolve access requests, data discrepancies, and other related issues while triaging and escalating tickets as necessary. - **Diagnose and Resolve Issues:** Conduct thorough research, debugging, and customer engagement to ensure timely resolutions and updates in the JSM ticketing system. - **Collaborate with Development Teams:** Escalate complex issues to development teams and work closely with engineers for accurate problem resolution. - **Document Solutions:** Maintain detailed documentation of reported issues, resolutions, and troubleshooting steps to build a comprehensive knowledge base. - **Improve Customer Experience:** Identify recurring issues and suggest solutions to enhance customer experience. - **Test and Validate Fixes:** Reproduce customer-reported bugs and validate fixes in different environments. - **Continuous Learning:** Stay updated on product enhancements and new features to effectively support Trek's Enterprise Business Applications. **Required Qualifications:** - Experience with JIRA, Microsoft Dynamics CRM, and Trek's suite of Enterprise Business Applications. - 2+ years of experience in application support, technical support, or a related role. - Strong customer support and documentation skills. - Excellent communication skills to convey technical concepts to non-technical users. - Proficient in troubleshooting and debugging issues. - Familiarity with relational databases and database languages such as SQL, MySQL, and T-SQL. - Familiarity with PowerBI. If you are someone who enjoys working in a dynamic environment with enthusiastic colleagues and continuous growth opportunities, Trek is the place for you!,