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Production Support Analyst
Ref No.: 21-00342
Location: Pune, Maharashtra
Start Date: 17/09/2021

Job Capsule

The Product Support Analyst II addresses customer questions and concerns regarding their company's products. These professionals answer incoming calls from customers and troubleshoot technical problems. Support Analyst II serves as an expert in the products that their company develops. They find solutions to problems with products and help customers work through technical difficulties.

Job Duties/Roles

  1. Diagnose and troubleshoot technical issues, including product setup
  2. Ask customers targeted questions to quickly understand the root of the problem
  3. Utilize CRM to track and update tickets
  4. Track product issues through to resolution within agreed time limits
  5. Pick up issues that the level 1 analyst escalates
  6. Communicate with clients through a series of actions, either via phone, email or chat, until they've solved a technical issue
  7. Properly escalate unresolved issues to appropriate internal teams (e.g. senior support team members, software developers)
  8. Provide prompt and accurate feedback to customers
  9. Refer to internal database or external resources to provide accurate tech solutions
  10. Ensure all issues are properly logged
  11. Follow up with clients to ensure their product is fully functional after troubleshooting
  12. Maintain good relationships with clients
  13. Mentor junior team members and assist in training newer members of the team

Knowledge, Skills and Abilities Required (KSAR)

  1. An ability to assess customer product knowledge levels
  2. Ability to deal with difficult callers
  3. Proficient in SQL
  4. Basic understanding of Java programming language
  5. Ability to look up and modify code in order to resolve escalated customer issues
  6. An in depth understanding of the product customers are using
  7. Good interpersonal and customer care skills
  8. Good communication skills and fluency in English
  9. Ability to document customer issues appropriately
  10. Working knowledge of the ABS Health, Safety, Quality and Environmental Management System

Minimum years of Experience

Typically requires 3 - 5 years of relevant experience

Required/Preferred Education Requirements

Typically requires a degree in a technical field or equivalent combination of education and experience

Required/Preferred Professional Requirements

Experience in writing basic SQL queries
Experience in Core Java Programing, should be able to debug simple java programs in order to perform a root cause analysis
Knowledge of writing Windows Batch Command files for various tasks in client environments

Country Requirements

None

Reporting Relationships

Reports directly to a Lead or Manager role.

Direct Reports

None