Key Responsibilities:
Resolve the Application Support queries and issues that have been handed over by the Product Support Associate (Tier 1) and ensure that all assigned requests are addressed within the time limit.
Take ownership and responsibility of issues from start through to a successful resolution and follow the escalation process, to speed up the resolution
Effective effective working in partnership with other departments to prevent delay in resolution
Understand the customer s requirement, scope and then prepare a SOW for a custom build it if not available out of box
Applying technology in multiple ways to configure the product and helping the customer implement Replicons products
Solid understanding of product limits and suggesting ways of improving the product
Logically understanding the concepts of other SaaS based products for integration requests ","

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📌 Support Services Analyst Bengaluru (India)
🏢 Replicon
📍 India