Software Support Analyst

Software Support Analyst

Bangalore (India)

Experience: 2-3 yrs

Primary Responsibilities:

• Review and analyze customer tickets, respond to the tickets appropriately in a timely manner.

• Classify the tickets as per the priority definitions.

• Provide resolutions for critical issues logged by customers either by yourself or by working with

customer-owner from sustenance team in minimum turnaround time.

• Work with appropriate customer-owners to resolve the non-critical issues with the customer-owners from sustenance.

• Ensure the ticket is updated with all the details required for the developers to resolve the issue.

• Communicate effectively with the customer on the status of tickets, expected turnaround time, etc.

• Identify and report all change requests to sustenance management.

• Make sure SLAs are met on all tickets, escalate if the SLAs are at risk.

• Effective reporting of the tickets received.

Desired Skills and Experience

• Bachelor’s degree in engineering or related fields.

• Solid understanding of Microsoft technology and its application in enterprise environments.

• Microsoft VSTS

• Microsoft .Net, C#

• Microsoft SQL

• Knowledge of client-side scripting (JavaScript) will be an added advantage.

• Outstanding verbal, presentation, and written communication skills.

• Flexibility to work night shifts.

• Ability to determine and distinguish user requests from true business needs.

• Excellent problem-solving skills, with a demonstrated ability to identify and solve problems.