Product Support Analyst is responsible for providing support to Epsilon's home grown products. This includes analyzing, triaging, replicating, testing, troubleshooting, provide technical work-around and suggestions to clients, pertaining to Epsilon’s core product. A Mid-level expertise of RHEL, Oracle DB, SQL, AWS and Shell/Perl scripting, combined with an experience to review java/.net code, very valuable understanding of networking concepts, ITIL frame work, with excellent stake holder communication and management experience.
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Responsibilities
- Ability to analyze, troubleshoot and resolve customer issues.
- Coordinates with various functions within the company to ensure customer requests are handled/routed appropriately and in a timely manner, by owning issues until closure.
- Good abilities to build relationships and strong Customer focus
- Serves as customer contact for technical and service related problems
- Team player that is ready to contribute or lead elements of troubleshooting and problem resolution
- Ability to deal with stressful situations with colleagues and customers
- Must have the ability to communicate effectively in English language both verbal and written
- Documenting troubleshooting and problem resolution steps, by determining best course of action.
- Should be able to understand development code for debugging purposes when needed.
- Ability to learn and adapt to new technologies based on organization needs
- Ensure all tickets meet the targets for resolution, escalation, documentation & completion.
- Train and mentor team members and perform other duties as assigned.
- Track and report issues within the CPI (Continuous Product Improvement) process to assure proper resolution to ongoing issues.
- Create and report product improvement ideas including functional enhancements and supportability improvements.
Qualifications
- Bachelor's Degree in compute
📌 Product Support Analyst (India)
🏢 Publicis Groupe Holdings
📍 India
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