Customer Support Analyst IV

Job Summary:

We are looking for a dedicated customer support analyst to join our team and provide customer support and technical assistance, ensure application performance, and support users of our software products hosted on-premises and in AWS. The role involves troubleshooting, system monitoring, software installation and collaborating with cross-functional teams to resolve issues efficiently. Also, create KB articles, document process flow and user training.

Key Responsibilities:

• Act as the primary point of contact for resolving application-related issues.
• Investigate and troubleshoot issues across on-premises and AWS-hosted environments.
• Provide timely resolution or escalation for complex technical issues.
• Assist with application installation/deployments, updates, and configurations in on-premises and cloud environments.
• Address alerts and logs to proactively resolve potential issues.
• Respond to support tickets, emails, or calls, ensuring customer satisfaction and SLAs are met.
• Guide customers through troubleshooting steps and provide technical documentation as needed.
• Work closely with engineering teams to address application bugs or performance bottlenecks, and to resolve reported issues.
• Contribute to root cause analysis (RCA) for recurring issues.
• Maintain detailed documentation for processes, configurations, and troubleshooting steps.
• Contribute to knowledge base articles and training materials for both internal teams and customers.
• Ensure adherence to security protocols and compliance requirements in both on-prem and AWS environments.
• Assist in patching vulnerabilities and maintaining secure configurations.

Qualifications:

• Bachelors / master’s in engineering or relevant qualification.
• Minimum 6-10 years of experience in application support

Knowledge, Skills, and Abilities:

• Strong communication and interpersonal skills for customer interaction.
• Analytical and problem-solving mindset.
• Ability to work in a fast-paced, collaborative environment.
• Browser Support - Internet Explorer/Google Chrome etc.
• Strong computer knowledge and troubleshooting skills.
•  Excellent oral and written communication skills
• Neutral accent
• Should be confident & aggressive.
• A candidate with prior application support experience is preferred.
• Working knowledge of SQL Databases, IIS Setup & basic network configuration.
• Working Knowledge of IT Hardware and Software.
• Ability to learn and master employer-specific software.
• Complex problem solving.
• Ability to diagnose & address application issues.