Support Services Analyst

Key Responsibilities:

Mandate Key skills :: Application Support (Saas),B2B, Product Support, 24/7 Support, Escalation Handling,

Looking for the Candidates with 3 to 4 Years Experience

• Resolve the Application Support queries and issues that have been handed over by the Product Support Associate (Tier 1) and ensure that all assigned requests are addressed within the time limit.
• Take ownership and responsibility of issues from start through to a successful resolution and follow the escalation process, to speed up the resolution
• Effective & efficient working in partnership with other departments to prevent delay in resolution
• Understand the customer’s requirement, scope and then prepare a SOW for a custom build it if not available out of box
• Applying technology in multiple ways to configure the product and helping the customer implement Replicons products
• Solid understanding of product limits and suggesting ways of improving the product
• Logically understanding the concepts of other SaaS based products for integration requests