Product Support AnalystFunction: Product Management / Product Operations

Role Overview The Product Support Analyst supports the Product Team by managing product-related support requests and delivering data-driven insights from support tickets. This entry-level role builds foundational skills in product operations, issue analysis, and cross-functional coordination for early-career professionals.

Key Responsibilities:

- Handle and resolve product-related support tickets within defined SLAs.

- Perform initial diagnosis and root cause analysis of reported issues.

- Collaborate with Engineering, QA, Operations, and Business teams for timely resolutions.

- Document issues, actions, and resolutions accurately in the ticketing system.

- Escalate complex or high-impact issues to the Product Manager with full context.

- Maintain structured records of tickets by product, issue type, and priority.

- Generate periodic reports (daily/weekly/monthly) on ticket volumes, trends, and resolution timelines.

- Identify recurring issues and provide actionable insights to drive product improvements.





- Support dashboard creation and updates using Excel or Google Sheets.

- Adhere to product SOPs and support workflows.

- Monitor post-release defects and issues after product deployments.

- Enhance internal documentation, FAQs, and knowledge bases based on support insights.

- Contribute to process improvements for greater efficiency and reduced manual work.

Required Skills & Competencies:

- Basic understanding of software systems and digital products.
- Qualification: Bachelor’s degree in any discipline
- Robust proficiency in MS Excel/Google Sheets (formulas, filters, and pivot tables preferred); basic SQL.
- Analytical mindset for interpreting data and spotting patterns.
- Familiarity with ticketing tools (e.g., Jira, Freshdesk) is advantageous.
- Clear, professional verbal and written communication.

- Strong attention to detail and structured problem-solving.

- Collaborative approach with cross-functional teams.

- High ownership, accountability, and eagerness to learn.

📌 Rupyy_Product Analyst (Gurugram)
🏢 CarDekho
📍 Gurugram