Primary Responsibilities:

- Provide Level 1/Level 2 product support for customer issues
- Investigate, resolve, and provide root cause analysis for reported application issues
- Use SQL scripts for creating queries and troubleshooting stored procedures
- Utilize SQL profiler to identify root causes
- Communicate timely updates to customers through appropriate incident tracking tools
- Quickly establish rapport, gain, and maintain credibility with diverse audiences
- Coordinate between customers, the development team, and internal support teams
- Work with customers to gather product requirements, analyze, and document them before passing to the product management team
- Escalate issues to Level II/Level III analysts or development teams as needed
- Follow established guidelines and industry best practices to resolve customer issues
- Mentor and train junior support analysts on the technical and procedural aspects of the products

Required Skills/Qualifications:

- 2-5 years of experience in application support
- Willingness to work night shifts
- Strong written and oral communication skills
- Positive documentation skills and the ability to communicate professionally with customers
- Fluency in written and spoken English

📌 Product Support Specialist (Bengaluru)
🏢 Campus Management
📍 Bengaluru