Product Support Analyst

Role: Product Support Analyst
Location: Mumbai, Maharashtra

A little bit about the role:

As an Product/Application Support Analyst, you will be an integral part of a 24/7 team that is the backbone of our customer support. Our cutting-edge tools streamline the creation of marketing assets, from insights to delivery. Your role is to provide exceptional application support to our clients and internal users, ensuring the smooth operation and optimisation of our applications and platforms.

What you will be doing:

• Deliver comprehensive application support to both external clients and internal users.
• Perform routine tasks, including technical analysis, troubleshooting, and stakeholder communication.
• Maintain a deep understanding of the product to offer informed support and guidance.
• Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders.
• Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.
• Evaluate and suggest innovative solutions and workarounds for customer requirements.
• Evaluate documented resolutions and analyse trends for ways to prevent repeated future problems.
• Work proficiently on Incident Management Tools, MS Excel, etc.
• Manage and/or guide junior members of the team.

What you need to be great in this role:

• Bachelor's degree in a relevant field
• Experience Level: 1-4 years
• Certifications in ITIL preferred
• Proven experience in customer service, with a strong track record of effectively handling calls, live chat, and email correspondence.
• Skilled in multitasking and managing multiple communication channels simultaneously with a focus on quality and responsiveness.
• Proven experience with troubleshooting principles, methodologies, and issue-resolution techniques.
• Able to develop and interpret technical documentation for training and end-user procedures.
• Good understanding of the organisation's goals and objectives.
• Highly self-motivated and directed.
• Ability to absorb new ideas and concepts quickly.
• Good analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Proactive and diligent, with a focus on continuous improvement and customer satisfaction.
• Ability to present ideas in business-friendly and user-friendly language.
• Strong customer service orientation.
• Excellent written, oral, interpersonal, and presentational skills.
• Experience working in a team-oriented, collaborative environment.