Product Support Sr. Associate

Functional Responsibilities

• Support the product owner to manage the product backlog, prioritizing features and enhancements based on value, customer feedback, and technical input.
• Collaborate with stakeholders to gather requirements, define user stories, and establish acceptance criteria.
• Work closely with development teams to ensure solutions are delivered on time and meet user needs.
• Monitor product performance, usage metrics, and customer feedback to inform continuous improvement.
• Respond to customer inquiries via email, chat, ticketing systems, or phone.
• Troubleshoot and resolve application-related issues, escalating as needed to technical and vendor teams.
• Log, track, and analyze recurring issues to identify patterns and improve product stability.
• Document solutions, FAQs, and support procedures in a knowledge base.
• Collaborate with multiple stakeholders to report bugs and suggest enhancements.
• Conduct product walkthroughs, training, or onboarding sessions for users when needed.
• Stay current with product updates, releases, and technical changes.
• Participate in testing new features or patches prior to deployment.
• Single POC for business, prior to escalation
• Should possess solid Excel and Power BI knowledge and good knowledge of Python, R etc., to ideate and drive efficiency projects.
• Work with stakeholders to prioritize requirements based on business impact and feasibility.
• Work on large data sets and perform data analysis
• Perform preliminary testing along with developers and QAs
  

Client / Stakeholder Management

• Proactive communication with various stakeholders
• Build rapport with stakeholders at operational touch points
• Should be seen as a value-adding team member
  

Skills

• Diligent and high attention to detail
• Strong oral and written communication skills
• Ability to take ownership and execute tasks independently; being resourceful and adept at trouble shooting.
• Working knowledge of common troubleshooting tools, logs, and diagnostics. Proficiency in Power BI, MS Excel and other Microsoft applications
• Positive attitude with qualities of a team player