Associate Product Analyst

Responsibilities

Will be responsible for delivering the functional, product level support for our world class ERP and other business applications. This role will be a part of a team at our India Operation and will be responsible for ensuring that our customers who log support tickets receive nothing but the most positive of experiences while troubleshooting their questions. This role will perform as a resource for Client Support and aid in overall success of the support team. Will also follow our standard processes around providing support and deliver as per defined Key Performance Indicators (KPIs)

Essential Functions:

The list of essential functions is not exhaustive and may be supplemented or changed, as necessary.

• Takes ownership of and provides resolution to application support incidents reported by our customers.

• Ensures that our customers receive excellent and consistent customer service.

• Prioritizes support incidents and conducts system troubleshooting in a timely manner.

• Ensures that the support cases are handled in accordance with service level agreements and business requirements.

• Partners with internal global product and technology team members to understand/seek resolutions to customer issues and provide feedback to them based on support cases.

• Continuously learns application features and functionality to deliver the most appropriate/relevant resolutions to customer issues.

• Maintains composure while working with customers and team members to resolve escalated issues and takes appropriate action to prevent recurrence.

• Works in relevant support shifts as scheduled by Support Manager.

• Goal is to work independently with minimum assistance from Seniors/ Supervisors

Key Requirements:

Education

Bachelors degree in a relevant field An Engineering Degree Preferred

Master’s in business administration – Operations / Supply Chain Management

Experience

Experience especially in Operations would be an advantage.

Knowledge

Knowledge of Support ticketing systems would be an advantage.

Knowledge of supply chain operations, Warehousing, Inventory Management, Order Management

knowledge on Computers and networks would be an advantage.

Skills

Effective verbal and written communication

Critical thinking, analytical capabilities and problem solving

Effective team player and ability to work as part of a global team o Strong interpersonal skills

Other

Willing to work on Shifts on rotation basic

Job requires working during Indian Holidays

Willing to relocate to office location

The position requires the candidate to Work from Office