Product Analyst

About the Company

Product Analyst – Job Description The role requires an individual who takes ownership to resolve customer issues and responds appropriately.

About the Role

The role requires an individual who takes ownership to resolve customer issues and responds appropriately.

Responsibilities

• Resolving tickets received from clients within defined SLA
• Coordinate with developers for the issues received in tickets to fix it for clients
• Follow up with other teams on the issues which require code change and inform the clients accordingly
• Coordinate with US team to get input on tickets
• Regularly reviews incidents logged
• Uses technical understanding to question and resolve issues raised by clients
• Ensures all calls logged are clearly written so that any team member can understand the issue
• Takes day to day responsibility for resolving issues through CRM tool
• Understands and executes against agreed processes for implementing fixes / changes
• Provides regular client and internal communication on assigned activity and incidents - highlighting any issues that might impact delivery in the defined timescales to Team Leader / Support Manager
• Escalates to Team Leader / Support Manager when there are resource conflicts, or when SLA's are at risk of not being met

Qualifications

Required Skills

Preferred Skills