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Product Support Analyst

Secunderabad, Telangana
Job Code:
  • IT
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Job Details

Formulate and formalize the operational schedule for fulfilling the support obligations as per SLAs and service standards.Supervise, motivate and appraise a team of product support specialists (business and technical) to achieve the highest product usage and less churn rates of client accounts.Understand and follow company and departmental guidelines and policies for customer interaction.Pro-active support road maps for key client accounts.Improve productivity of PSS while highlighting deficiencies and extending the apt tools, technology and processes.Facilitate customer resolution for escalated issues follow-up with unsatisfied customers.Ensure the resolution of all issues within stipulated TAT & Work with other line managers to ensure operational consistency.Active participation in end-user training need analysis, curriculum development and feature enhancement sessions.Must be customer service oriented with high level of adaptability.Excellent analytical and problem-solving skills with an ability to resolve the issues quickly.Excellent verbal and written communication skills & Proficiency in MS-Office and Collaboration tools.Knowledge on HTML/CSS, JQuery, JS, C# and MySQLExperience of Linux/UNIX files systems & Knowledge of Database MonitoringDemonstrated ability to work effectively in a fast-paced, high volume, deadline-driven environment.Ability to balance multiple demands and work both independently and as part of a team.Must be flexible and adaptable to changing business models and Organization structures.Excellent project management skills with the ability to multi-task delegate and prioritize tasks.Professionalism in dealing with all levels of management and staff.Flexible with a service orientated attitude to work and willing to be on-call as and when required.Act with integrity; demonstrate adaptability; execute consistently against job responsibilities.Good to have e-commerce industry knowledgeBasic knowledge on Bug Tracking tools
Degree: MCA/ PGDCA

Additional Degree: BE/ B.Tech (Engineering)

Experience: 2-6


Application Programming | Database Administration (DBA) | Graphic Designing/Animation/Web Designing | Software Engineer
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