Rupyy - Product Analyst/Product Operations

Cardekho.com; Gurugram District; On-site; INR 400,000 - 600,000; Full time

Job summary

Cardekho.com in Gurugram invites applications for an entry-level Product Support Analyst. You will support the Product Team by handling product-related tickets and delivering data-driven insights from support data.

The role builds foundational skills in product operations, issue analysis, and cross-functional coordination for early-career professionals.

Qualifications

• Basic understanding of software systems and digital products.
• Proficiency in MS Excel/Google Sheets and basic SQL.
• Analytical mindset for interpreting data and spotting patterns.
• Familiarity with Jira or Freshdesk ticketing tools is advantageous.

Responsibilities

• Handle and resolve product-related support tickets within defined SLAs.
• Perform initial diagnosis and root cause analysis of reported issues.
• Collaborate with Engineering, QA, Operations, and Business teams for timely resolutions.
• Document issues, actions, and resolutions accurately in the ticketing system.
• Escalate complex or high-impact issues to the Product Manager with full context.

Skills

Excel/Google Sheets

SQL

Analytical mindset

Ticketing tools

Tools

Jira

Freshdesk

Excel

Google Sheets

Job description

Role Overview

The Product Support Analyst supports the Product Team by managing product-related support requests and delivering data-driven insights from support tickets. This entry-level role builds foundational skills in product operations, issue analysis, and cross-functional coordination for early-career professionals.

Key Responsibilities

Product Support & Issue Management

• Handle and resolve product-related support tickets within defined SLAs.
• Perform initial diagnosis and root cause analysis of reported issues.
• Collaborate with Engineering, QA, Operations, and Business teams for timely resolutions.
• Document issues, actions, and resolutions accurately in the ticketing system.
• Escalate complex or high-impact issues to the Product Manager with full context.

Data Analysis & Reporting

• Maintain structured records of tickets by product, issue type, and priority.
• Generate periodic reports (daily/weekly/monthly) on ticket volumes, trends, and resolution timelines.
• Identify recurring issues and provide actionable insights to drive product improvements.
• Support dashboard creation and updates using Excel or Google Sheets.

Process & Product Support

• Adhere to product SOPs and support workflows.
• Monitor post-release defects and issues after product deployments.
• Enhance internal documentation, FAQs, and knowledge bases based on support insights.
• Contribute to process improvements for greater efficiency and reduced manual work.

Required Skills & Competencies

Technical & Analytical Skills

• Basic understanding of software systems and digital products.
• Strong proficiency in MS Excel/Google Sheets (formulas, filters, pivot tables preferred); basic SQL.
• Analytical mindset for interpreting data and spotting patterns.
• Familiarity with ticketing tools (e.g., Jira, Freshdesk) is advantageous.

Behavioural Skills

• Clear, professional verbal and written communication.
• Strong attention to detail and structured problem-solving.
• Collaborative approach with cross-functional teams.
• Hustler and Problem solving attitude