Functional Support Analyst

The Product Support Analyst (PSA) position has responsibility for analysis and resolution of customer trouble tickets raised out of critical Telecom wholesale solution serving telecom service providers need around Billing, Routing and Trading across the globe. The PSA works to triage, analyse, and resolve normal to complex business cases raised in form of trouble tickets as they are assigned based on product area of expertise using all available tools, including User Guides, training materials, FAQ s, special documentation, searches of internal ticket systems for same, similar, or related incidents and issues, etc. PSA is also required to collaborate with Product, RD and QA department with comprehensive root cause analysis on matters reported by customers and provide a fix.

Focus

The PSAs primary responsibility is to resolve customer tickets in compliance with established service level agreements and in accordance with established Ticket Management procedures. Tickets may be researched through the product GUI, through back end queries, and by investigating application configuration. Reference may be made to all available documentation, as well as to searches within the relevant ticket or issue systems. As tickets are worked the PSAs provide appropriate response to the client, escalating to the next level when a ticket is beyond their capabilities due to knowledge or conflicting priorities. As tickets are resolved, the PSAs provide meaningful resolution for future reference.

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