Technical Support Analyst
Technical Support Analyst
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Job Description
Key Responsibilities:
- Respond to functional queries and workaround for production bugs.
- Perform a root cause analysis for application issues and deploy the fix for the tickets reported by the customer.
- Collaborate with other product teams/stakeholders to ensure timely resolution of customer issues.
- Assist in application configuration to ensure various components are communicating with one another.
- Lead customer discussions around status updates functional training and application workshops.
- Strict adherence to the established SLA and the SOP.
- Resolve highpriority Application Support Tickets.
- Work in close collaboration with Product Management and Product Engineering teams to cater to the technical needs of end users/customers.
- Any new process or change to an existing process to be documented and/or creating new SOPs.
- Perform impact analysis and manual testing.
- Ensure change management processes are compliant with audit requirements.
- Ticketing customer issues and tracking them to closure.
- Complying with additional customerspecific controls where relevant.
- Improving processes by ensuring operating procedures are uptodate and relevant.
- Enhance application quality by identifying and recommending areas for improvement.
Qualifications :
- Familiarity with SQL querying and MS SQL Server Management Studio
- Knowledge of SQL stored procedures functions and triggers in MSSQL.
- Be able to understand technical specs and data models.
- Must have experience in collaborating with North American stakeholders/customers.
- Experience in working on ticketing tools like Zendesk/JIRA.
- Proficiency in MS SQL and MS Excel.
- Excellent organizational and time management skills.
- Strong problemsolving abilities.
- Effective communication and interpersonal skills.
- Experience working with USAbased stakeholders is a must.
- Ability to adapt to a dynamic and fastpaced work environment.
- Strong commitment to quality and customer satisfaction is a must.
Position Schedule Requirements
- Should be flexible to start work in the afternoon hours (IST 01.00PM to 10.00PM)
If you are a motivated and dedicated individual with the necessary leadership skills and technical proficiency we encourage you to apply for this exciting opportunity to help drive our teams success.
#LIYG1
Additional Information :
What does IntegriChain have to offer
- Mission driven: Work with the purpose of helping to improve patients lives!
- Excellent and affordable medical benefits nonmedical perks including Flexible Paid Time Off and much more!
- Robust Learning & Development opportunities including over 700 development courses free to all employees
IntegriChain is committed to equal treatment and opportunity in all aspects of recruitment selection and employment without regard to race color religion national origin ethnicity age sex marital status physical or mental disability gender identity sexual orientation veteran or military status or any other category protected under the law. IntegriChain is an equal opportunity employer; committed to creating a community of inclusion and an environment free from discrimination harassment and retaliation.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
