Product Support Lead || Work From Office.

Key Responsibilities -

Responsible for Logging of Tickets. Taking Complete Ownership of the Tickets logged. Ensuring Total Time taken for issue Resolution is as per SLA while Maintaining the Quality of Resolution • Enjoy Challenging work. The successful candidate must be willing to engage in the investigation of the problem never giving up until it resolves • Working as an Account Manager. Takes complete Ownership of the outstanding issues of the Tickets logged for the Assigned Global Customer. Working closely with the Implementation Consulting, Software Development, Software Testing, Release Team etc. for successful, timely and quality resolution of the Logged Tickets • Under MIS reporting, the job holder requires to do a regular and correct updating of the Ticket Tracker sent to the Management on the issues assigned. Interact with the Head of the ANALECs Global Support Group Head and other Stakeholders involved pertaining to the progress of the reported escalations Reporting to the Head of ANALECs Global Client Consulting Group, the Consultant is required to provide a high quality service to the Global Clients. The core focus centers on Client Management and Stakeholder Management. The successful individual is required to work in coordination with the other Business Units in ANALEC (Implementation Consulting, Software Development, Software Testing, and Release Team) in order to take complete Ownership of daily challenges and problems given by our clients.

• Good Organization Skills, Detail & Process Oriented
• Good Interpersonal Skills. Teamwork and participation with stakeholders while maintaining independence and discipline in closure of Tickets.
• Ability to influence and gain co-operative relationship internally with the Departments and externally with Global Customers.
• Troubleshooting Problem Solving Ability to analyze and solve technical problems
• Basic SQL knowledge to use the Select, Update, Insert queries (not essential initially but individual will need to acquire).
• Basic VBA Macros knowledge to understand the errors/issues required for Ticket Resolution (not essential initially but individual will need to acquire).
• Excellent Communication skills. Good Written & Spoken English ,Self-starter, works well unsupervised or with limited supervision
• Willingness to work in rotational shifts

Educational Qualifications -

• 5+ years in Technical/Application Support.
• Experience on Logging and Resolving of the Tickets with Global Clients.
• Experience of creating Technical Documentation (related to the tickets logged and resolved)
• Track record to manage time effectively, to work under time pressure, to meet schedules and deadlines, to multi-task, to plan, organize and prioritize work assignments and pay close attention to detail.
• Experience of rapidly learning new software and maintain competency with developing technologies.
• Experience of On the Spot Troubleshooting during a Release Process •
• Experience of working effectively in a diverse workforce and interacting with International Clients.