Technical Services Analyst

Overview

Technical Services Analyst providing enterprise-level product support, incident resolution, and follow-up for clients (internal and external).

What you'll do

• Provide enterprise-level product support to clients via phone and email.
• Resolve assigned incidents within SLA timelines using internal (L3/IT/Development) and external (clients/vendor) resources.
• Document resolution activities and communications in the incident/support ticket.
• Maintain issue status in an incident tracking system and follow up on escalated issues.
• Participate in new product rollouts, maintenance releases, testing, and operational improvement projects.
• Contribute to the Knowledge Base alongside issue resolution activities.

What you'll need

• 1-3 years experience as a Product/Application Support Engineer for enterprise applications supporting US or international customers.
• BE/BCA/MCA/BSc (Computer Science) or related field.
• Excellent written and verbal communication skills.
• Demonstrated strong customer service/support skills.
• Knowledge of Microsoft operating systems, networking and internet technologies.
• Knowledge of databases including MS SQL, Oracle, and MySQL.
• Ready to work in rotational shifts (24x7).

Details

• Work location: Bangalore (Hybrid).