/n About the Company /n /n /n Product Analyst – The role requires an individual who takes ownership to resolve customer issues and responds appropriately. /n /n /n About the Role /n /n /n The role requires an individual who takes ownership to resolve customer issues and responds appropriately. /n /n /n Responsibilities /n /n /n /n

- 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

/n /n /n /n Qualifications /n /n /n /n

- 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)

/n /n /n /n Required Skills /n /n /n

- 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

/n /n /n /n Preferred Skills /n /n /n /n

- 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 quick paced, dynamic 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