Product Support Analyst - BPO/KPO

Product Support Analyst

- Help resolve software and technical questions for the customer efficiently and effectively for our clients based out of European Union

- Own a customer support ticket from start to finish ensuring that SLAs are met throughout the lifecycle

- Be the voice of the customer internally by escalating high priority customer issues

- Provide quick resolution for customer issues where applicable

- Gather the required information necessary to best handle customer software technical queries

- Manage customer expectations regarding estimated response times for issue resolution

- Resolving client issues through phone, chat and email communication channels

- Meet SLAs like response and resolution times by partnering within L1, L2 and L3 Support organizations

- Research and identify solutions and software issues

- Diagnose and troubleshoot technical issues, including performance issues and SLA breaches

- Ask customers targeted questions to quickly understand the root of the problem

- Provide prompt and accurate feedback to clients

- Refer to internal database and external resources to provide accurate tech solutions

- Ensure all issues are properly logged

- Prioritize several open issues at one time

- Follow up with clients to ensure their IT systems are fully functional after trouble shooting

- Extensively research and document customer technical issues

- Run monitoring reports for usage, performance, and/or availability

- Manage expectations with internal stakeholders and context-switch in a fast-paced environment