About the Role

We are looking for a Business Analyst who will function as the second-level support and troubleshooting owner for customer-reported issues across WebBee’s e-commerce integration products. The person will investigate tickets, reproduce and analyze issues, distinguish product defects from configuration or usage-related concerns, respond to customers through Zoho Desk, and prepare clear, development-ready tasks in Zoho Projects when engineering intervention is required.

This is not a live-chat support role. It is an analytical, customer-facing operations role requiring sound technical understanding, structured problem-solving, testing ability, and strong coordination with Support, QA, Product, and Development teams.

Key Responsibilities

• Review and take ownership of customer tickets escalated for deeper functional or technical analysis.

• Understand the customer’s workflow, expected behavior, actual behavior, business impact, and urgency before deciding the next action.

• Reproduce reported issues using available logs, test accounts, configurations, order data,



API responses, screenshots, and product documentation.

• Identify whether an issue is caused by product configuration, incorrect usage, data inconsistency, third-party platform behavior, integration limitations, or a genuine software defect.

• Reply directly to customers in Zoho Desk with transparent findings, troubleshooting steps, resolutions, workarounds, or status updates.

• Escalate genuine bugs, enhancements, and engineering-dependent issues to the appropriate development team.

• Create and refine actionable tasks in Zoho Projects with complete context, reproduction steps, expected and actual results, evidence, severity, acceptance criteria, dependencies, and customer impact.

• Coordinate with developers and QA until the issue is clarified, fixed, tested, documented, and communicated back to the customer.

• Perform functional, regression, and integration testing for fixes and minor pr

📌 Business Analyst (Noida)
🏢 WebBee esolutions
📍 Noida