Product Support Analyst

• Develop a deep understanding of our Home Health Care product, ensure consistent personal development and understanding of company products and services.
  

• Support our US customers by responding to cases predominantly through voice interaction, email, and tickets.
  

• Identify, investigate and diagnose any bugs and work closely with the Product and Engineering teams to rectify any cases.
  

• Develop and maintain customer relationships ensuring expectations are met, issues are resolved and satisfaction is guaranteed.
  

• Follows the ticket life cycle as defined by the process of logging the ticket with appropriate priority, categorization and documentation, as well as perform follow -up on all necessary tickets as defined in process with Customer and Development team to ensure timely closure.
  

• Understand customer requirements and translate them into user stories with clear and detailed explanations for the Product Management and Engineering teams.
  

Support Hours:

US Shift (Between 6pm to 6am IST)

Requirements

• BE or MBA with 0 -3 years of experience supporting enterprise systems.
  

• Experience with handling international customers (Preferably US)
  

• Experience as a Business/Technical Support Analyst
  

• Excellent verbal and written communication as well as analysis skills
  

• Ability to translate product issues into tickets for engineers to work on
  

• Interpersonal and communications skills, including the ability to present and explain technical information to non -technical audiences
  

• Time -management, organization, and critical thinking skills
  

• Aptitude - ability to learn and institute new concepts