Product Support Specialist

Primary Responsibilities:

• Provide Level 1/Level 2 product support for customer issues
• Investigate, resolve, and provide root cause analysis for reported application issues
• Use SQL scripts for creating queries and troubleshooting stored procedures
• Utilize SQL profiler to identify root causes
• Communicate timely updates to customers through appropriate incident tracking tools
• Quickly establish rapport, gain, and maintain credibility with diverse audiences
• Coordinate between customers, the development team, and internal support teams
• Work with customers to gather product requirements, analyze, and document them before passing to the product management team
• Escalate issues to Level II/Level III analysts or development teams as needed
• Follow established guidelines and industry best practices to resolve customer issues
• Mentor and train junior support analysts on the technical and procedural aspects of the products

Required Skills/Qualifications:

• 2-5 years of experience in application support
• Willingness to work night shifts
• Strong written and oral communication skills
• Good documentation skills and the ability to communicate professionally with customers
• Fluency in written and spoken English