Support Analyst

Vistex Inc.; Hyderabad; On-site; INR 350,000 - 550,000; Full time

Job summary

Vistex Inc. in Hyderabad seeks an Associate Support Analyst to work with Client Services, delivering a smooth, responsive experience for music publishing and label clients across Vistex software environments.

You will analyze issues with stakeholders, coordinate between clients and development teams, create user guides, provide training, document resolutions, and monitor progress to ensure timely updates and high customer satisfaction.

Qualifications

• 3–4 years of experience as a Support Analyst in an ERP software company or royalty administration in music industry.
• Excellent verbal and written English communication skills.
• Proficient in MS Office and able to learn new software quickly.
• Experience supporting accounting or royalty software and/or databases such as Counterpoint Suite.

Responsibilities

• Work with clients, business analysts, and developers to analyze issues and propose solutions.
• Track, investigate, and resolve customer-reported issues with timely updates.
• Inform clients about status, resolutions, and follow-up actions.
• Participate in product testing, QA, and UAT to ensure product quality.
• Train customers and internal teams and create user guides and training docs.
• Provide functional support and troubleshoot product-related queries for existing clients.
• Monitor accounts, progress on issue resolution, and prepare status reports for stakeholders.
• Collaborate with cross-functional teams to improve product performance and service delivery.

Skills

English communication

Analytical skills

Documentation

MS Office

Learning new software

ERP software

Royalty software

Education

Bachelor's or higher in Business Administration or related field

Tools

Counterpoint Suite

Job description

The Associate Support Analyst will work with the Client Services team to deliver a smooth, responsive experience for our music publishing and label clients. The role combines client communication, operational coordination, and administrative support across Vistex software environments.

Key Responsibilities

• Work closely with clients, business analysts, and the development team to analyze reported issues and recommend appropriate solutions.
• Track, investigate, and resolve customer‑reported issues while ensuring timely updates and effective communication.
• Keep clients informed about the status of reported issues, resolutions, and any required follow‑up actions.
• Participate in product testing, quality assurance (QA), and user acceptance testing (UAT) to ensure product quality.
• Train customers and internal teams on product functionality and best practices, and create user guides and training documentation.
• Provide functional support to existing clients by addressing product‑related queries and troubleshooting issues.
• Monitor customer accounts, track issue resolution progress, and prepare status reports for stakeholders.
• Collaborate with cross‑functional teams to improve product performance, customer satisfaction, and service delivery.
• Maintain accurate documentation of issues, resolutions, and support activities.
• Perform additional tasks and responsibilities as assigned to support business and customer requirements.

Qualifications

Education

Bachelor's or higher degree in Business Administration or a related field.

Experience

Required

3–4 years of experience as a Support Analyst working for an ERP software company, or equivalent Royalty Administration/Management experience in the music industry.

• Excellent verbal and written English communication skills.
• Proficient in MS Office (Word, Excel, PowerPoint, Outlook); ability to learn new software quickly.
• Strong analytical and documentation skills, with an ability to interact with both technical and non‑technical audiences.
• Experience supporting accounting or royalty software and/or database applications such as the Counterpoint Suite.

Preferred

• Demonstrated ability to produce work that requires accuracy, attention to detail, and expediency while consistently meeting deadlines.
• Ability to work independently and diligently with minimal supervision.