Senior Support Analyst

Job Description

Primary responsibilities will include: Providing Level 1 product support to customer issues Investigating, resolving, and providing root cause analysis on reported application issues Using SQL scripts for creating queries and troubleshooting stored procedures Using SQL profiler to identify the root cause Effectively communicating timely updates to customers through appropriate incident tracking tools Quickly establishing rapport, gaining and maintaining credibility with diverse audiences Coordinating between customers, development team and internal support teams while working on customer issues. Efficiently coordinating with the internal and external stakeholders Working with the customers to gather product requirement, analyzing and documenting before it is passed on to the product management team for next steps Escalating issues as and when needed to Level II/Level III analysts or with the development teams for resolutions Following established guidelines and industry best practices to resolve customer issues The Candidate: Required skills/qualifications: Should have a minimum of 2 years of experience in application support Willingness to work night shifts Strong written and oral communication skills Good documentation skills and ability to communicate with the customer in a professional manner Fluency in written and spoken English