We are looking for a Product Support Analyst I who will:
• Act as a point of contact with our customers.
• Monitor incidents to ensure Service Level Agreement are respected.
• Document and report unresolved issues to Customers and follow up on them with professionalism.
• Follow up the incidents to Product and Solution owners in Q& internal team to get the resolution
based on Customer priority.
• Escalate incidents in time to next level support.
• Establish excellent communication channels with QA, SDE, and Incident Manager to ensure excellent
Customer support.
• Work as one with our global team.
• Be flexible and responsive to fulfilling other duties as required.
• Gain a mid-level understanding of products, processes and procedures within the first 6 – 12 months
of employment.
• Meet minimum performance expectations provided by the Supervisor and/or Director within the first
90 days.
• Meet minimum expectations for quality standards within the first 90 days.
• Consistently use soft skills on calls to ensure customer satisfaction.
• Consistently show positive progress in quality scores and performance audits.