Lead Analyst Product Support Job in Simplify
- Simplify Healthcare
- 1 to 5 Yrs
- Other Maharashtra
- 1 year ago
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Job Description
- Role: As a Lead Analyst Product Support, you play a critical role in ensuring the seamless operation and customer satisfaction of our software products. You will be the first point of contact for customers experiencing technical issues, providing timely and effective solutions. This role requires a blend of technical expertise, excellent communication skills, and a customer-centric mindset. Responsibilities: Provide Level 1 and Level 2 support to end-user requests. Provide troubleshooting and technical support via phone, web-based tools, and email. Advise customers regarding the products proper use and address specific user issues. During problem escalations, act as a liaison between customers and Level 3 support. Candidate should assist the customers during deployments. Will be responsible for providing support according to the priority level of incident or priority tickets, as per the severity of escalation and Service Level Agreement (SLA). Proactive in nature, identifying problems in advance and looking for continuous service improvement opportunities. Create clear and concise knowledge (FAQ) documents, and SOPs and ensure maintenance of the same. Handling the status calls on daily basis and to track the progress according to the scheduled project plan. Troubleshooting, Application Problem Solving with good communication coordinating with stakeholders, and understanding requirements. Define/Adhere to processes and ownerships for cross-functional services like Demand Management and Configuration-Release-Security management. Preparing the analysis document by studying the challenges faced by IT organizations. Providing apt solutions to client requirements and implementation in coordination with IT teams. Metrics handling for managing application health (MTTR, MTBF, etc.). Collection of requirements regarding the new enhancements and documentation. Coordinate setup of DEV/QA/UAT environments. Coordinate with IT teams for timely delivery of the work items with the highest quality. Perform staff scheduling level 1/2 support during normal business hours and on-call support. Preparing and Reviewing understanding documents with customers and getting sign-offs. Required Skills: Good understanding of Angular, ASP.NET Core, C#, Kubernetes technologies and/or software development using MS SQL Server, Cosmos dB with 1-2 years of hands-on coding expertise. Ability to understand web application functionalities, customizations, browser and resolution support, and responsiveness. Solid experience in problem analysis and resolution of software problems. Proven ability to function in a self-directed environment. Must excel in a fast-paced, agile environment where critical thinking and strong problem-solving skills are required for success. Innovative thinker who is positive, proactive, and readily embraces change. Ability to handle clients professionally during all interfaces. Strong written and verbal communication skills. Candidate should be ready to work in 247 rotational shifts. Should have significant experience in Production Support environment managing L1 and L2 activities. Knowledge or certification in ITIL processes is desirable. Exposure to an agile delivery environment is desirable. Work closely with the development team. Team leading experience. If you have any questions, please direct your inquiries to hidden_email,
Employement Category:
Employement Type: Full timeIndustry: IT Services & ConsultingRole Category: Not SpecifiedFunctional Area: Not SpecifiedRole/Responsibilies: Lead Analyst Product Support Job in SimplifyContact Details:
Company: Simplify HealthcareLocation(s): Other Maharashtra+ View Contact
Keyskills: Angular C Kubernetes MS SQL Server
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