Product Analyst

Product Analyst (Customer Support/Product Support)-9th October 2026 Walk-in Drive

The role requires an individual who takes ownership to resolve customer issues and responds appropriately.

Major Deliverables

• Resolving tickets received from clients within the defined SLA
• Coordinate with developers for the issues received in tickets to fix them for clients
• Follow up with other teams on the issues that require code change and inform the clients accordingly
• Coordinate with the US team to get input on tickets
• Regularly reviews incidents logged
• Uses technical understanding to question and resolve issues raised by clients.
• Ensures all calls logged are clearly written so that any team member can understand the issue.
• Takes day-to-day responsibility for resolving issues through CRM tool.
• Understands and executes against agreed processes for implementing fixes/changes.
• Provides regular client and internal communication on assigned activity and incidents - highlighting any issues that might impact delivery in the defined timescales to Team Leader/Support Manager.
• Escalates to Team Leader/Support Manager when there are resource conflicts, or when SLA's are at risk of not being met.

Skills & Experience (Essential)

• Experience on Oracle or Microsoft SQL Server database - Certification preferred but not required
• Client interaction exposure
• Good communication skills, Verbal and Written, are a MUST
• Please note that this role works on a rotational / US shifts and weekends

Skills & Experience (Desirable)

• Able to share ideas with the team and self-confident.
• Go-getter and solution-oriented personality
• Very quick learner and keen to learn new things

Personal attributes

• A continual desire to go above and beyond to resolve customer issues within SLAs and suggest more efficient and effective ways of working
• Willing to work in a fast-paced, dynamic environment
• Ability to communicate both internally and externally
• Ability to multitask, work under pressure, and to deadlines
• Positive 'can-do' attitude, team player
• Efficient and Proactive