Technical Support Analyst

Job Description

Respond to functional queries and workaround for production bugs. Perform a root cause analysis for application issues and deploy the fix for the tickets reported by the customer. Collaborate with other product teams/stakeholders to ensure timely resolution of customer issues. Assist in application configuration to ensure various components are communicating with one another. Lead customer discussions around status updates, functional training, and application workshops. Strict adherence to the established SLA and the SOP. Resolve high-priority Application Support Tickets. Work in close collaboration with Product Management and Product Engineering teams to cater to the technical needs of end users/customers. Any new process or change to an existing process to be documented and/or creating new SOPs. Perform impact analysis and manual testing. Ensure change management processes are compliant with audit requirements. Ticketing customer issues and tracking them to closure. Complying with additional customer-specific controls, where relevant. Improving processes by ensuring operating procedures are up-to-date and relevant. Enhance application quality by identifying and recommending areas for improvement. Qualifications Familiarity with SQL querying and MS SQL Server Management Studio Knowledge of SQL stored procedures, functions, and triggers in MSSQL. Be able to understand technical specs and data model