Senior Analyst

As a Technical Support Specialist for the award-winning K-12 software systems, you will provide world-class, solutions-oriented technical support with a strong focus on customer service to ensure maximum customer satisfaction. You will need to become proficient in all aspects of the application software, including data structures, data scrubbing, manipulation, and loading techniques. Your key responsibilities will include: - Providing application support with a focus on ETL, SQL, and data modeling - Recognizing and resolving basic and advanced problems, conducting research, and escalating more complex cases to the appropriate team - Logging and tracking calls using a problem management database, maintaining history records, and related problem documentation - Meeting and exceeding established benchmarks and expectations - Consulting with product/development teams to explain software and data errors - Staying current on all key support topics, including product knowledge and required technical and soft skills - Testing software and hardware for ease of use and effectiveness in aiding user work performance - Providing expert, top-quality customer support with professional, courteous, and timely communication at all levels of interaction - Performing any other duties as assigned Qualifications and Certifications required for this role include: - BE or MCA or Equivalent degree - Minimum of 3 to 5 years of experience in the customer service industry in a technical support area In addition, you should possess the following attributes: - 2-5 years of prior experience in a technical support role - Experience with ETL, Relational Databases, Data Warehouse tools, technologies, and best practices - Expertise in SQL and relational database schemas - Salesforce or other CRM experience is a requirement - Familiarity with Cloud-based technologies - Strong attention to detail and time management skills - Excellent oral and written communication skills - Strong customer service and conflict resolution abilities - Ability to handle a heavy workload with changing customer and business needs - An associate degree or equivalent work experience, with a Bachelor's degree preferred Please note that the company operates round the clock with 24/7 operations and 8 to 10 shifts per day. This position specifically requires working in the US Day shift. Kindly prepare for two to three rounds of interviews by the client as part of the selection process.,