Job Description

Product Analyst – Job Description

The role requires an individual who takes ownership to resolve customer issues and responds appropriately.

MAJORDELIVERABLES

- Resolving tickets received from clients within definedSLA

- Coordinate with developers for the issues received in tickets to fix it forclients

- Follow up with other teams on the issues which require code change and informthe

clients accordingly

- Coordinate with US team to get input ontickets

- Regularly reviews incidentslogged

- Uses technical understanding to question and resolve issues raised byclients.

- Ensures all calls logged are clearly written so that any team member can understandthe

issue.

- Takes day to day responsibility for resolving issues through CRMtool.

- Understands and executes against agreed processes for implementingfixes/changes.

- Provides regular client and internal communication on assigned activity and incidents - highlighting any issues that might impact delivery in the defined timescales to Team Leader/SupportManager.

- Escalates to Team Leader/Support Manager when there are resource conflicts, orwhen

SLA's are at risk of not being met.

Skills & Experience (Essential)





- Experience on Oracle or Microsoft SQL server database - Certification preferred but not must

- Client interaction exposure

- Valuable communication skills, Verbal and Written both, is aMUST

- Please note that this role works on a rotational / US shifts andweekends

Skills & Experience (Desirable)

- Able to share ideas with the team andself-confident.

- Go-getter and solution-oriented personality

- Very quick learner and keen to learn newthings

Personal attributes

- A continual desire to go above and beyond to resolve customer issues within SLAs and suggest more efficient and effective ways ofworking

- Willing to work in a fast paced, dynamicenvironment

- Ability to communicate both internally andexternally

- Ability to multi-task, work under pressure and to tightdeadlines

- Positive ‘can-do’ attitude, teamplayer

- Efficient andProactive

Updated Date

10-04-2026

Job ID

182

Department

Support – PRISM

Location

Vadodara, Vadodara, Gujarat, India

Experience

0 - 3 Years

Employee Type

Permanent

📌 Product Analyst (India)
🏢 Exxat
📍 India