Product Support Analyst (BI)

Job Description

We are seeking a skilled and customer-oriented Product Support Analyst to join our Technical Support team, providing tier-2 support for our business intelligence (BI) team. The ideal candidate will have a solid technical background, excellent problem-solving abilities, and a commitment to exceptional customer service.

In this role, you will be responsible for troubleshooting, diagnosing, and resolving tier-2 tickets for our stakeholders, collaborating closely with our BI analyst and BI dev team, and cross-functional teams.

Key Responsibilities :

Provide Technical Support : Serve as the primary contact within our tier-2 team to investigate customer-submitted tickets and issues related to, but not limited to, access requests, data discrepancies, triaging tickets as needed, and the escalation of bugs or critical incidents.

Diagnose and Resolve Issues : Investigate and resolve tickets by conducting research, debugging, and engaging with customers. Ensure timely resolutions and updates are provided in our JSM ticketing system.

Collaborate with Development Teams : Escalate complex issues to development teams and work closely with engineers to ensure accurate problem resolution.

Document Solutions : Maintain detailed documentation of reported issues, resolutions, and troubleshooting steps to build a comprehensive knowledge base.

Improve Customer Experience : Identify recurring issues and recommend solutions to improve customer experience.

Test and Validate Fixes : Reproduce customer-reported bugs and verify fixes in different environments.

Continuous Learning : Stay updated on product enhancements and new featuresto effectively support the web application ecosystem.

Required Qualifications :

2+ years of experience in application support, technical support, or a related role.

Strong customer support & documentation skills

Excellent communication skills with the ability to explain technical concepts to non-technical users.

Proficiency in troubleshooting and debugging issues.

Familiarity with relational databases & database languages (SQL, MySQL, T-SQL)