About the Role
We are looking for a Business Analyst who will function as the second -level support and troubleshooting owner for customer -reported issues across WebBee’s e -commerce integration products. The person will investigate tickets, reproduce and analyze issues, distinguish product defects from configuration or usage -related concerns, respond to customers through Zoho Desk, and prepare clear, development -ready tasks in Zoho Projects when engineering intervention is required.
This is not a live -chat support role. It is an analytical, customer -facing operations role requiring sound technical understanding, structured problem -solving, testing ability, and strong coordination with Support, QA, Product, and Development teams.
Key Responsibilities
• Review and take ownership of customer tickets escalated for deeper functional or technical analysis.
• Understand the customer’s workflow, expected behavior, actual behavior, business impact, and urgency before deciding the next action.
• Reproduce reported issues using available logs, test accounts, configurations, order data, API responses, screenshots, and product documentation.
• Identify whether an issue is caused by product configuration, incorrect usage, data inconsistency, third -party platform behavior, integration limitations, or a genuine software defect.
• Reply directly to customers in Zoho Desk with clear findings, troubleshooting steps, resolutions, workarounds, or status updates.
• Escalate genuine bugs, enhancements, and engineering -dependent issues to the appropriate development team.
• Create and refine actionable tasks in Zoho Projects with complete context, reproduction steps, expected and actual results, evidence, severity, acceptance criteria, dependencies, and customer impact.
• Coordinate with developers and QA until the issue is clarified, fixed, tested, documented, and communicated back to the customer.
• Perform functional, regression, and integration testing for fixes and minor product changes when required.
• Validate API and data flows between e -commerce platforms, marketplaces, ERPs, fulfillment systems, and WebBee applications.
• Maintain accurate ticket and task statuses, internal notes, root -cause information, and customer communication history.• Identify recurring support issues and recommend improvements to product behavior, documentation, alerts, workflows, or internal processes.
• Participate in rotational shifts, with the assigned shift generally changing bimonthly.
Requirements
• 2–4 years of experience in business analysis, application support, product support, implementation, technical support, QA, or a similar SaaS role.
• Hands -on understanding of e -commerce integrations and order, inventory, fulfillment, product, customer, payment, or tracking workflows.
• Ability to troubleshoot logically, isolate variables, reproduce issues, and document findings clearly.
• Experience working with a ticketing or customer support platform; experience with Zoho Desk is strongly preferred.
• Experience creating and managing technical or development tasks; familiarity with Zoho Projects is preferred.
• Working knowledge of software testing concepts, including functional testing, regression testing, test scenarios, expected results, and defect validation.
• Basic understanding of APIs, JSON, webhooks, authentication, request/response behavior, logs, databases, and system -to -system data flows.
• Strong written communication skills for professional and easy -to -understand customer responses.
• Ability to translate customer language into structured requirements and development -ready tasks.
• Good prioritization, ownership, follow -up, and cross -functional coordination skills.
• Comfort working from the Noida office and in rotational shifts.
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