Support Services Analyst

Serves as the second level of support to all the customers queries.

Resolves the queries and issues by ensuring that all assigned requests are addressed within the SLA or escalate it further as required.

Take ownership and responsibility of issues from start through to a successful resolution and follow the escalation process, to speed up the resolution.

Effective & 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.

Solid understanding of product limits and suggesting ways of improving the product

Logically understanding the concepts of other SaaS based products for integration requests.

Need to be multi skilled in all three mediums (phone. Chats and emails.)