Application Support at Elenasy January, 2024
Job Description
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About Role
As a Product Support Analyst, you will provide technical support and troubleshooting services involving the company’s products in the market. Generally, you will provide second-level support to external clients or internal teams who are product users. The role holder takes ownership of support tickets, remaining accountable for assisting the client through resolving the issue and serving as an internal subject matter expert on particular products.
What You’ll do
- Resolve operational problems within the defined schedules and service level agreements.
- Understand Company platforms end to end
- Analyze the root causes of operational malfunctions and provide resolutions.
- Handle escalated issues and follow-up on outstanding issues promptly.
- Develop preventive measures and document issue resolution procedures.
- Define tasks SLAs
- Identify, classify, and resolve tasks according to defined priority levels accurately and promptly.
- Recommend process improvements to improve operational efficiency and cost-effectiveness.
- Monitor system operations and troubleshoot problems.
- Maintain daily logs of operational issues and maintenance activities.
- Perform various tests on the process with the help of test cases, prepare documents for the same, and coordinate with the manager to resolve all issues within the required timeframe and inform management of any delays.
- Collaborate with the development team to design new programs for all client implementation activities, manage all communication with the departments to resolve all issues, and assist with implementation analysis to manage all production data.
- Perform research on all client issues, document all findings, and implement all technical activities with the help of a metadata registry.
- Establish all technical project requirements, maintain effective professional relationships with all clients, and organise all project materials.
- Train client technical staff on all software issues, identify issues in processes, and provide necessary solutions.
- Implementation, setup, and maintenance of third-party integration in the Sandbox environment.
- Generate ad-hoc reports and presentations, offering product improvement suggestions as necessary.
- Serve as a technical liaison between the development and user communities.
- Support the product team or product manager to conduct training for the service desk and other support teams on new products or services being rolled out to the enterprise. Provide on-call support for escalated production issues.
- Responds to Slack queries about products.
Requirements
- Bachelor’s degree in Computer Science or any IT-related field or proven work experience
- Experience with supporting tech products for 3–5 years
- Familiarity with market research, consumers’ behavior, and marketing techniques.
- Hands-on experience with web technologies.
- Knowledge of project management tools, like Jira or Trello, and confluence
- Strong time management skills
- Good communication skills, along with the ability to effectively collaborate with cross-functional Team
- Advanced knowledge of SQL is required
REMUNERATION AND BENEFITS: Competitive