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Support Services Analyst
2-5 years
Chennai, Pune, New Delhi + 4 more
1 vacancy
Support Services Analyst
Replicon
posted 3mon ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- Resolve the Application Support queries and issues that have been handed over by the Associate Support Analysts (Tier 1) and ensure that all assigned requests are addressed within the time limit set by the Product Support Associate (Tier 1)
- Take ownership and responsibility of issues from start through to a successful resolution and follow the escalation process, to speed up the resolution.
- Effective and efficient working in partnership with other departments to prevent delay in resolution
- Applying technology in multiple ways to configure the product and helping the customer implement Replicons products.
- Documenting customer interactions, troubleshooting steps, and resolutions accurately in our CRM system.
- Solid understanding of product limits and suggesting ways of improving the product
- Logically understanding the concepts of other SaaS based products for integration requests
- Proactively identifying trends or recurring issues and recommending process improvements or product enhancements to minimize future incidents.
Employment Type: Full Time, Permanent
Functional Areas: Customer Service & Operations
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Replicon Benefits
Work From Home Health Insurance Job Training 
Cafeteria Stock Options or Equity 
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