Support Analyst - Pune - confidential

    confidential
    confidential Pune

    4 days ago

    Full time
    Description

    Issue Resolution:

    • Support analysts handle customer or user inquiries and troubleshoot technical issues.
    • They investigate problems reported by users, identify the root cause of the issue, and provide solutions or workarounds to resolve the problem.
    • This may involve remote assistance, phone support, email communication, or using a ticketing system to track and manage support requests.

    Customer/User Interaction:

    • Support analysts engage in effective and empathetic communication with customers or users.
    • They listen attentively, ask relevant questions to understand the issue, and provide clear instructions or explanations to help users resolve their problems.
    • They maintain a professional and friendly tone throughout the interaction.

    Technical Expertise:

    • Support analysts possess in-depth knowledge of the product or service they support.
    • They are familiar with the software, hardware, or systems involved and stay updated with the latest features, updates, and known issues.
    • They may collaborate with development or engineering teams to escalate and resolve complex issues.

    Documentation and Knowledge Base:

    • Support analysts contribute to the creation and maintenance of documentation, knowledge base articles, FAQs, or user guides to help users find answers to common questions or self-resolve issues.
    • They document solutions for common problems to build a knowledge repository for future reference.

    Escalation and Collaboration:

    • If an issue cannot be resolved at the support analyst level, they escalate it to higher-level support or development teams.
    • They effectively communicate the problem details and provide any relevant information or logs to aid in the escalation process.
    • Support analysts collaborate with other teams to ensure timely and effective resolution of complex issues.

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