Product Analyst

The role requires an individual who takes ownership to resolve customer issues and responds appropriately.

MAJORDELIVERABLES

• Resolving tickets received from clients within definedSLA

• Coordinate with developers for the issues received in tickets to fix it forclients

• Follow up with other teams on the issues which require code change and informthe

clients accordingly

• Coordinate with US team to get input ontickets

• Regularly reviews incidentslogged

• Uses technical understanding to question and resolve issues raised byclients.

• Ensures all calls logged are clearly written so that any team member can understandthe

issue.

• Takes day to day responsibility for resolving issues through CRMtool.

• Understands and executes against agreed processes for implementingfixes/changes.

• Provides regular client and internal communication on assigned activity and incidents - highlighting any issues that might impact delivery in the defined timescales to Team Leader/SupportManager.

• Escalates to Team Leader/Support Manager when there are resource conflicts, orwhen

SLA's are at risk of not being met.

Skills & Experience (Essential)

• Experience on Oracle or Microsoft SQL server database - Certification preferred but not must

• Client interaction exposure

• Good communication skills, Verbal and Written both, is aMUST

• Please note that this role works on a rotational / US shifts andweekends

Skills & Experience (Desirable)

• Able to share ideas with the team andself-confident.

• Go-getter and solution-oriented personality

• Very quick learner and keen to learn newthings