Support Services Analyst

• 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 efficient 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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- At least 3 years of experience in software application support and/or infrastructure support
- Understanding of Web technology, basic networking hardware knowledge and software applications
- Experience of Windows platforms including configuration e.g. configure software to connect to Internet application servers, SSO configuration, API, Webservices
- Understanding of SQL Server or Oracle database management systems.
- Excellent communication skills - verbal, written, listening skills and interpersonal skills
- Ability to communicate in a tactful, courteous manner and to deal with and resolve complex situations in a professional manner
- Ability to handle multiple tasks/projects simultaneously and effectively work individually or in a team environment
- Open to work in a 24/7 support environment
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