REF97643CPlatform Support Analyst 1 to 5 years Pune Weikfield WFO
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Senior Platform Support Analyst
Experience : 1-4 yrs.
Role Summary
Advanced platform support role for complex ticket resolution in-depth troubleshooting and handling escalations across product labs enterprise admin and billing/account operations. Requires strong understanding of escalation vs. resolution coaching juniors and maintaining excellent customer experience in a 247 environment.
Key Responsibilities
- Own complex/escalated cases across email live chat and queues
- Troubleshoot advanced access account setup enterprise roles team hierarchy content availability onboarding
- Analyze history impact configuration and dashboards to identify root cause and resolution pathCC1
- Create/link/track JIRA issues for product defects
- Coordinate labs mobile app account disputes refunds content issues sales handoffs enterprise support
- Collaborate with product/engineering/lab/content/CS/sales for timely resolution
- Apply priority judgment by business impact customer type severity
- Handle subscription modifications coupon flows account workflows as per policy
- Review ticket quality; mentor juniors on categorization comms troubleshooting
- Create/maintain KB articles macros SOP improvements for recurring problemsCC2
- Identify trends and suggest improvements training automation
- Participate in queue reviews backlog reduction SLA recovery and quality initiatives
- Drive urgent communication and escalate to L2/engineering/specialists as needed
Required Qualifications
- Bachelors degree in Computer Engineering or equivalent.
- 35 years in platform/SaaS/application/e-learning/technical support
- Strong hands-on with ticketing systems and structured escalations
- Understanding of SLA-driven operations and cross-functional resolution
- Strong English Written & Verbal communication.
- Customer escalation handling and sensitive billing cases
- Clear written communication and stakeholder coordination
- Operate independently on ambiguous issues and route correctly
- KB/SOP/macro usage and dashboard-driven operations
- Prioritization by severity/impact and service recovery
- Awareness of automation in support ops
Qualifications :
Bachelors Degree
Remote Work :
No
Employment Type :
Full-time
Key Skills
About Company
WNS (Holdings) Limited (NYSE: WNS), is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries. We enable busin ... View more
