Technical Support Analyst

Key Responsibilities:

• Respond to functional queries and workaround for production bugs.
• Perform a root cause analysis for application issues and deploy the fix for the tickets reported by the customer.
• Collaborate with other product teams/stakeholders to ensure timely resolution of customer issues.
• Assist in application configuration to ensure various components are communicating with one another.
• Lead customer discussions around status updates, functional training, and application workshops.
• Strict adherence to the established SLA and the SOP.
• Resolve high-priority Application Support Tickets.
• Work in close collaboration with Product Management and Product Engineering teams to cater to the technical needs of end users/customers.
• Any new process or change to an existing process to be documented and/or creating new SOPs.
• Perform impact analysis and manual testing.
• Ensure change management processes are compliant with audit requirements.
• Ticketing customer issues and tracking them to closure.
• Complying with additional customer-specific controls, where relevant.
• Improving processes by ensuring operating procedures are up-to-date and relevant.
• Enhance application quality by identifying and recommending areas for improvement.