Product Support Analyst

Bestal Hr; Bengaluru; On-site; INR 900,000 - 1,400,000; Full time

Job summary

Bestal Hr in Bengaluru, India seeks a Senior Support Analyst to provide expert-level software support for a leading retail B2B platform. You will resolve issues and collaborate with product management, QA, and development teams to deliver effective solutions.

Responsibilities include documenting resolutions, training staff, and analyzing customer feedback to drive continuous improvement. A strong background in enterprise support and internet technologies is required.

Qualifications

• 4+ years of experience as a senior support analyst on a leading retail B2B software platform.
• Experience in 1st & 2nd level Enterprise Product/Application Support.
• Strong analytical and problem-solving skills.
• Solid understanding of internet technologies (HTTP, FTP, EMAIL, Database, Enterprise Web Apps).
• Excellent communication and interpersonal skills; ability to collaborate with internal teams and customers.

Responsibilities

• Provide expert level support to customers, analysing and resolving issues.
• Collaborate with internal teams to identify and resolve complex issues.
• Develop and maintain documentation of software-related issues and resolutions.
• Assist manager on refining technical procedures and best practices.
• Participate in onboarding and training programs for new customers and support staff.
• Conduct regular review of customer feedback to identify trends and improvements.

Skills

Analytical thinking

Problem solving

Communication

Interpersonal skills

Experience with retail domain

Leadership/mentoring

Documentation

Education

Bachelor's degree or related field

Tools

Zendesk

ServiceNow

Jira

Job description

Responsibilities

• Provide expert level support to customers, analysing and resolving issues.
• Collaborate with internal teams (e.g., developers, QA, product management) to identify and resolve complex issues.
• Develop and maintain comprehensive documentation of software-related issues and resolutions.
• Assist manager on refining technical procedures and best practices.
• Participate in onboarding and training programs for new customers and support staff.
• Conduct regular review and analysis of customer feedback to identify trends and areas for improvement.

Requirements

• 4+ years of experience working as a senior support analyst on a leading retail B2B software platform
• Good experience on 1st & 2nd level Enterprise Product/Application Support
• Excellent analytical and problem-solving skills, with the ability to analyse complex issues and provide effective solutions.
• Strong computer skills with a good understanding of best practices
• Strong communication and interpersonal skills, with the ability to work effectively with internal teams and external customers.
• Experience with Zendesk/ServiceNow/Jira and other ticketing systems.
• Experience working in a retail domain
• Proven track record of providing excellent customer service and resolving complex technical issues.
• Bachelors degree or related field
• Strong understanding of internet technologies, including HTTP, FTP, EMAIL, Database, Enterprise Web Applications.Role & responsibilities