Product Support Analyst

ExpertusONE; Chennai District; On-site; INR 600,000 - 900,000; Full time

Job summary

ExpertusONE is seeking a Product Support Analyst with 4–6 years of experience to provide ticket-based support across call, email and chat channels. The role involves analyzing product issues, collaborating with cross-functional teams, and producing data-driven reports to improve product performance.

You will work with Jira/Zendesk/Freshdesk/ZOHO CRM tools and must demonstrate strong problem-solving and communication skills.

Qualifications

• Required 4 to 6 years of product support, software support, customer support, and technical support experience or any experience relevant to these skills.
• Strong analytical skills for troubleshooting and data analysis.
• Knowledge in Jira/Zendesk/Freshdesk/ZOHO CRM will be an added advantage.
• Excellent problem-solving abilities.
• Strong oral and written communication skills.
• Experience in the software or technology industry is a plus.
• A minimum of a bachelor's degree or other relevant degrees is mandatory.

Responsibilities

• Providing ticket-based product support via call, email, and chat.
• Analyzing and troubleshooting product issues and directing issues to the appropriate internal team within the TAT.
• Collaborating with the functional, technical support, and IT support teams to resolve customer requests.
• Preparing analytical/statistical reports detailing trends for product support.
• Striving for continuous improvement to achieve KPIs.

Skills

Analytical skills

Troubleshooting

Data analysis

Communication skills

Education

Bachelor's degree

Tools

Jira

Zendesk

Freshdesk

ZOHO CRM

Job description

This is a full-time role for a Product Support Analyst with 4 to 6 years of experience. The Product Support Analyst will be responsible for providing support to customers, troubleshooting technical issues, and analyzing data to identify patterns and improve product performance. Additionally, the role will involve collaborating with cross-functional teams and documenting customer feedback to enhance the product.

Responsibilities

• Providing ticket-based functional product support Call support/email support/chat support for our customers.
• Analyzing and troubleshooting product issues/bugs and directing the issues to the appropriate internal team within the TAT.
• Collaborating with the functional, technical support, and IT support teams in working towards resolution of customer support requests.
• Preparation of various analytical/statistical reports detailing the trends for product support.
• Striving for continuous improvement to efficiently achieve set goals and KPAs.

Requirements

• Required 4 to 6 years of product support, software support, customer support, and technical support experience or any experience relevant to these skills.
• Strong analytical skills for troubleshooting and data analysis.
• Knowledge in Jira/Zendesk/Freshdesk/ZOHO CRM will be an added advantage.
• Excellent problem-solving abilities.
• Strong oral and written communication skills.
• Experience in the software or technology industry is a plus.
• A minimum of a bachelor\'s degree or other relevant degrees is mandatory.

This job was posted by Swetha Vijayakumar from ExpertusONE.