Support Analyst

Support Analyst position is currently active at Ambit Software.

Interested candidates may share their profiles to gauri.shedge@ambitsoftware.com

Location: Andheri East

Responsibilities:

• Production Support: Provide advanced troubleshooting for CRM and Telephony System to promptly resolve user-reported issues.
• Incident Management: Proactively identify, categorize, and prioritize incidents, ensuring timely escalation and resolution while adhering to SLAs.
• Root Cause Analysis (RCA): Perform in-depth analysis of recurring issues and recommend corrective actions for long-term fixes.
• System Monitoring: Continuously monitor CRM performance, scheduled jobs, and system health to prevent disruptions.
• Change Request Management: Validate and address client requests for system enhancements or process improvements on both platforms.
• User Training & Support: Assist users with advanced functionalities, generating reports, and optimizing workflows in CRM and Telephony System platforms.
• Performance Optimization: Identify areas for improving system efficiency and suggest updates, patches, or reconfigurations as needed.
• Knowledge Management: Document detailed troubleshooting steps, resolutions, and best practices for team reference.
• Collaboration: Work closely with System Administrators, Development Teams, and other stakeholders to ensure timely resolution of escalated issues.