nAbout the Company
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nProduct Analyst – The role requires an individual who takes ownership to resolve customer issues and responds appropriately.
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nAbout the Role
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nThe role requires an individual who takes ownership to resolve customer issues and responds appropriately.
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nResponsibilities
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- Resolving tickets received from clients within defined SLA
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- Coordinate with developers for the issues received in tickets to fix it for clients
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- Follow up with other teams on the issues which require code change and inform the clients accordingly
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- Coordinate with US team to get input on tickets
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- Regularly reviews incidents logged
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- Uses technical understanding to question and resolve issues raised by clients
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- Ensures all calls logged are clearly written so that any team member can understand the issue
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- Takes day to day responsibility for resolving issues through CRM tool
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- Understands and executes against agreed processes for implementing fixes/changes
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- 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/Support Manager
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- Escalates to Team Leader/Support Manager when there are resource conflicts, or when SLA's are at risk of not being met
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nQualifications
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- Experience on Oracle or Microsoft SQL server database - Certification preferred but not must
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- Client interaction exposure
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- Good communication skills, Verbal and Written both, is a MUST
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- Please note that this role works on a rotational / US shifts and weekend shifts (Rotational)
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nRequired Skills
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- 0-1 year of experience
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- Only candidates who can join immediately will be preferred.
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- Able to share ideas with the team and self-confident
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- Go-getter and solution-oriented personality
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- Very quick learner and keen to learn new things
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nPreferred Skills
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- A continual desire to go above and beyond to resolve customer issues within SLAs and suggest more efficient and effective ways of working
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- Willing to work in a fast paced, energetic environment
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- Ability to communicate both internally and externally
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- Ability to multi-task, work under pressure and to tight deadlines
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- Positive ‘can-do’ attitude, team player
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- Efficient and Proactive
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📌 Product Analyst (Mandvi)
🏢 Exxat
📍 Mandvi