Technical Support Analyst

Company name: Techgig

Company url: https://www.techgig.com/

Job location: Pune, Maharashtra

Job description:

CTC Undisclosed Job Location Pune Experience 2 - 5 yrs


About Resilinc Resilinc is the industry-leading provider of Supply Chain Risk Management (SCRM) solutions for the extended supply chain. Resilincs solutions deliver supply chain visibility, sophisticated risk analytics and robust strategies to mitigate the risk of supply chain disruptions. Our unique and innovative SaaS technology products deliver the leading end-to-end solution that addresses the fundamental problem of improving supply chain visibility through multiple tiers and fosters collaboration between ecosystem partners. Our information and analytics platform enables customers to proactively monitor their supply chain for critical exposures to global regions and work collaboratively with suppliers on risk mitigation and crisis response.

Position Overview

The Technical Support Analyst is the single point of contact for internal & external customers and is responsible for providing technical support, advice, and assistance on the Resilinc Product. Analysts will generally deal directly with end users and actively communicate answers in a way they can understand. This includes receiving, prioritizing, documenting and actively resolving end user help requests. Request resolution may involve querying various data tables to get the data followed by a thorough analysis to appropriately respond to the request or identify a problem, raise a request for internal teams to fix a problem, provide answers to the end user questions and documenting analysis & resolutions provided on request tracking tools. Technical support Analyst will be responsible for the accuracy of resolutions being provided.

Primary Responsibilities

Handle all requests coming into the Technical Support team through email, chats, phone and workflow tool
Record, track and document the technical support request problem-solving process, including all successful and unsuccessful decisions made, query used and actions taken, through to the final resolution
Be thorough & detail oriented in the analysis & evaluation of a request, methodical and be able to think of alternative routes to problem solving, so as to expedite problem resolution
Access product upgrade notes, knowledge bases and work with internal departments to aid in problem resolution
Work with the Engineering and Product management team to understand the product design and requirements. Validate and Test the product for its intended behavior and report any deviations to the leadership
Coordinate product testing during product upgrades and releases
Be results-driven and passionate about product, data & what you do day-to-day
Escalate problems (when required) to the appropriately experienced analyst, leader and internal teams
Help develop cheat sheets and knowledge base articles for team & end users
Provide periodic report & present analysis on status, category, type & root cause of all requests received at technical support
Comfortable communicating with all level of leadership from internal & external customers. Should have strong verbal & written communication skills
Effectively prioritize and execute tasks in a high-pressure environment. Consistently meet deadlines and work well within a team environment

Desired Skills and Experience

The applicant must have the following attributes and skills:

Bachelors degree with 2 years of relevant experience in a Product / software support role
Ability to write SQL queries to extract data is a requirement
Should be aware extracting data from multiple tables using SQL queries
Proficient in all MS Office applications
Team working ability
Highly self-motivated and directed
Keen learner with ability to absorb and retain information quickly
Strong attention to detail with proven analytical and problem-solving abilities
Exceptional written and oral communication skills. Strong documentation skills
Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
Comfortable working in US work hours

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