Business Analyst

Webbeeglobal; Dadri; On-site; INR 700,000 - 1,000,000; Full time

Job summary

WebBee eSolutions private limited is seeking a Business Analyst to act as second-level support for customer-reported issues across WebBee’s e-commerce integration products. You will investigate tickets, reproduce issues, distinguish defects from usage issues, and prepare development-ready tasks.

This analytical role requires strong coordination with Support, QA, Product, and Development teams. The position involves rotational shifts and is based in Noida office, with no live-chat support

Qualifications

• 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; Zoho Desk is strongly preferred.

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 logs, test accounts, configurations, and documentation.
• Identify whether an issue is caused by configuration, usage, data, third‑party platform, integration, or a defect.
• Reply to customers in Zoho Desk with findings, steps, resolutions, or status updates.
• Escalate bugs, enhancements, and engineering issues to the appropriate team.
• Create and refine tasks in Zoho Projects with context, steps, and acceptance criteria.
• Coordinate with developers and QA until issue is fixed and validated.
• Perform functional, regression, and integration testing when required.
• Validate API and data flows between e-commerce platforms and applications.
• Maintain ticket statuses, notes, and customer history.
• Identify recurring issues and suggest product/process improvements.
• Participate in rotational shifts.

Skills

Troubleshooting

Zoho Desk

Ticketing systems

Communication skills

Cross-functional coordination

Tools

Zoho Desk

Zoho Projects

Job description

WebBee eSolutions private limited | Full time

WebBee global, a leading eCommerce integration service provider is a dedicated and experienced team of software professionals offering collaborative solutions to business for performance enhancement and smart automation of their process. The rich integration and automation at the core of its expertise WebBee business solutions are an array of activities including EDI, extensions, ERP consultation & strategy, process integrations and others.

Job Description

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.