Product Support Analyst

Function:

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
• Strong 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.