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 :

Skills Required

Product Management, technology solutions , Sql, Product Support