Senior Support Analyst

Job Description

Primary responsibilities will include: ProvidingLevel 1/Level 2 product support to customer issues Investigating, resolving, and providing root cause analysis on reported application issues Effectively communicatingtimely updates to customers through appropriate incident tracking tools Quickly establishingrapport, gainingand maintainingcredibility with diverse audiences Coordinatingbetween customers, development team and internal support teams while working on customer issues. Efficiently coordinatingwith the internal and external stakeholders Workingwith the customers to gather product requirement, analyzingand documenting before it is passed on to the product management team for next steps Escalatingissues as and when needed to Level II/Level III analysts or with the development teams for resolutions Following established guidelines and industry best practices to resolve customer issues The Candidate: Required skills/qualifications: Should have a minimum of 0-2 years of experience in application support Willingness to work night shifts Strong written and oral communication skills Good documentation skills and ability to communicate with the customer in a professional manner Fluency in written and spoken English