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Prgx India

Compare

3.5

based on 145 Reviews

Video summary

14 Prgx India Jobs

Support Analyst

PRGX India Pvt Ltd

3.5

based on 145 Reviews

0-3 years

Pune

1 vacancy

Support Analyst

Prgx India

posted 3mon ago

Job Role Insights

Fixed timing

Key skills for the job

Quality Assurance SQL Quality Control Application Support Air Ticketing Problem Solving

+ 7 more

Job Description

PRGX India Pvt Ltd is looking for Support Analyst to join our dynamic team and embark on a rewarding career journey.

A support analyst, also known as a technical support analyst or help desk analyst, is a professional who provides technical assistance and resolves issues for customers or internal users of a product, software, or service
The primary responsibilities of a support analyst typically include:Issue Resolution: Support analysts handle customer or user inquiries and troubleshoot technical issues
They investigate problems reported by users, identify the root cause of the issue, and provide solutions or workarounds to resolve the problem
This may involve remote assistance, phone support, email communication, or using a ticketing system to track and manage support requests
Customer/User Interaction: Support analysts engage in effective and empathetic communication with customers or users
They listen attentively, ask relevant questions to understand the issue, and provide clear instructions or explanations to help users resolve their problems
They maintain a professional and friendly tone throughout the interaction
Technical Expertise: Support analysts possess in-depth knowledge of the product or service they support
They are familiar with the software, hardware, or systems involved and stay updated with the latest features, updates, and known issues
They may collaborate with development or engineering teams to escalate and resolve complex issues
Documentation and Knowledge Base: Support analysts contribute to the creation and maintenance of documentation, knowledge base articles, FAQs, or user guides to help users find answers to common questions or self-resolve issues
They document solutions for common problems to build a knowledge repository for future reference
Escalation and Collaboration: If an issue cannot be resolved at the support analyst level, they escalate it to higher-level support or development teams
They effectively communicate the problem details and provide any relevant information or logs to aid in the escalation process
Support analysts collaborate with other teams to ensure timely and effective resolution of complex issues