Qualification:

Any Graduate/B.Sc/BE/B.Tech

Experience:

2+ years of relevant experience in a Product / software support role

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 in line with the Service Level Agreements
• 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, Data 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 levels 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
• Avoids legal challenges by monitoring compliance with service agreements

Desired Skills:

• Proficiency in SQL and understanding of the database infrastructure
• Ability to write SQL queries to extract data from multiple tables is a requirement
• 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
• Adaptable to work under a dynamic environment
• Ability to conduct research into a wide range of computing issues and absorb and retain information
• Ability to present ideas in user-friendly language
• Highly self-motivated and directed with attention to detail
• Proven analytical and problem-solving abilities with exceptional customer service orientation
• Should be a team player and work in a collaborative environment
• Problem Solving, SFDC Knowledge, Help Desk Experience, Verbal Communication, Operating Systems, Phone Skills, Customer Service, Quality Focus, PC Proficiency, System Administration
• Comfortable with flexible / rotational working hours