Senior Support Analyst

Primary Responsibilities:

• Provide

  Level 1/Level 2

  product support for customer issues
• Investigate, resolve, and provide

  root cause analysis

  for reported application issues
• Use

  SQL scripts

  to create queries and troubleshoot stored procedures
• Use

  SQL Profiler

  to identify the root causes of issues
• Communicate timely updates to customers using appropriate

  incident tracking tools

• Quickly establish rapport and maintain credibility with diverse customer groups
• Coordinate effectively with customers, development teams, and internal support teams
• Work with customers to gather product requirements, analyze and document them before passing to the

  product management team

• Escalate complex issues to

  Level II/Level III

  analysts or development teams
• Follow established guidelines and

  industry best practices

  to resolve customer issues

Required Skills/Qualifications:

• 02 years of experience in

  application support

• Willingness to work

  night shifts

• Strong

  written and oral communication skills

• Good

  documentation skills

  and ability to communicate professionally with customers
• Fluency in

  written and spoken English