Product Support Executive

Role & responsibilities

• Analyze problem tickets, identify the root cause, and implement appropriate solutions or workarounds.
• Assist users in understanding and utilizing the application effectively. Provide training, guidance, and troubleshooting assistance to ensure users can make the most of the software.
• Perform routine maintenance tasks such as application updates, patches, and configuration changes to ensure optimal performance and security.
• Create and maintain documentation related to application support processes, known issues, and solutions.
• Work closely with cross-functional teams such as developers, quality assurance, and infrastructure teams to address complex issues and implement enhancements or bug fixes.
• Respond to and resolve incidents within agreed-upon service level agreements (SLAs). Prioritize and escalate issues as necessary, ensuring timely resolution.
• Monitor application performance, identify bottlenecks, and propose

Preferred candidate profile

• With your amazing 2 to 4 years of product support experience, displaying your history of producing excellent results.
• Knowledge of SQL/ Database languages, scripting, or query languages may be required, depending on the applications supported.
• Excellent problem-solving and analytical abilities to diagnose and resolve complex technical issues.
• Ability to work independently and collaboratively in a fast-paced environment.
• Experience with incident management systems, ticketing systems, or IT service management (ITSM) tools is a plus.