Position Overview
The Product Support Analyst (PSA) position has responsibility for analysis and resolution of customer trouble tickets raised out of critical Telecom wholesale solution serving telecom service providers’ need around Billing, Routing and Trading across the globe. The PSA works to triage, analyse, and resolve normal to complex business cases raised in form of trouble tickets as they are assigned based on product area of expertise using all available tools, including User Guides, training materials, FAQ’s, special documentation, searches of internal ticket systems for same, similar, or related incidents and issues, etc. PSA is also required to collaborate with Product, R&D and QA department with comprehensive root cause analysis on matters reported by customers and provide a fix.
Focus
The PSA's primary responsibility is to resolve customer tickets in compliance with established service level agreements and in accordance with established Ticket Management procedures. Tickets may be researched through the product GUI, through back end queries, and by investigating application configuration. Reference may be made to all available documentation, as well as to searches within the relevant ticket or issue systems. As tickets are worked the PSA's provide appropriate response to the client, escalating to the next level when a ticket is beyond their capabilities due to knowledge or conflicting priorities. As tickets are resolved, the PSA's provide meaningful resolution for future reference.
Key deliverables/main tasks: You would
- Assist customers to resolve reported trouble tickets within agreed SLA
- Politely interact directly with end users and timely update to the business users on the progress of the ticket
- Educate and Train customers on queries related product and its features with the help of knowledge base and research
- Assist customers by clarifying operating instructions, and providing troubleshooting tips
- Contribute to existing knowledge base by documenting and compiling knowledge base articles for future reference
- Search available documentation to resolve tickets and gains product knowledge at the same time
- Diagnose application issues through database and conducts deeper troubleshooting
- Perform simple to complex database queries to analyse issues and determine the root cause
- Debug and troubleshoot complex stored procedures to determine the problem and provide solution
- Escalate tickets to the appropriate R&D group and provide inputs in fixing the identified problem
- Collaborate with different stakeholders internally like R&D, Product, QA, Tier 1 and customer focussed support with an objective of quality solution delivery of customer ticket raised
- Join Daily stand-ups and scrums and Weekly meetings internally and organise meeting with the customers when needed
- Conforms to the daily, weekly, and monthly reporting requirements
Professional/Education Skills:
- Bachelor of Computer Science or equivalent experience;
- Preferred knowledge of the telecom interconnect business
- 4+ years’ hands on experience in SQL with ability to understand the logic flow of programming through reading T-SQL
- Strong problem solving, analytical and troubleshooting skills
- Hands on Knowledge in SQL Performance Tuning and debugging is an advantage
- 2+ years’ experience performing end user support preferred
- Ability to work independently with minimum supervision
- Ability to respond rapidly and professionally to problems originating from customers.
- Time-management skills and the ability to establish reasonable and attainable deadlines for resolution
- Strong written and verbal communication skills
- Strong telephone and interpersonal contact skills required
- Comfortable using Windows applications including Word, Excel, and PowerPoint