Technical Support Analyst at Resilinc
Pune, IN

About Resilinc Solutions  


Resilinc is the industry-leading provider of Supply Chain Risk Management (SCRM) solutions for the  

extended supply chain. Resilinc’s solutions deliver supply chain visibility, sophisticated risk analytics and  

robust strategies to mitigate the risk of supply chain disruptions. Our unique and innovative SaaS  

technology products deliver the leading end-to-end solution that addresses the fundamental problem of  

improving supply chain visibility through multiple tiers and fosters collaboration between ecosystem  

partners. Our information and analytics platform enables customers to proactively monitor their supply  

chain for critical exposures to global regions and work collaboratively with suppliers on risk mitigation and  

crisis response.  


Position Overview  


The Technical Support Analyst is the single point of contact for internal & external customers and is  

responsible for providing technical support, advice, and assistance on Resilinc WAVZ solution. Analysts  

will generally deal directly with end users and actively communicate answers in a way they can  

understand. This includes receiving, prioritizing, documenting and activel

requests. Request resolution may involve querying various data tables to get the data followed by a  

thorough analysis to appropriately respond to the request or identify a problem, raise a request for  

internal teams to fix a problem, provide answers to the end user questions and documenting analysis &  

resolutions provided on request tracking tools. Technical support Analyst will be responsible for the  

accuracy of resolutions being provided.  


Primary Responsibilities  


Handle all requests coming into the Technical Support team through email, phone and tickets.  

Record, track, and document the technical support request problem-solving process, including all  

successful and unsuccessful decisions made, query used and actions taken, through to the final resolution.  

Be thorough & detail oriented in the analysis & evaluation of a request, methodical and be able  

to think of alternative routes to problem solving, so as to expedite problem resolution.  

Access product upgrade notes, knowledge bases and work with internal departments to aid in  problem resolution.  

Be results-driven and passionate about product, data & what you do day-to-day.  

Escalate problems (when required) to the appropriately experienced analyst, leader and internal  teams.  

Help develop cheat sheets and knowledge base articles for team & end users.  

Provide periodic report & present analysis on status, category, type & root cause of all requests  

received at technical support.  

Comfortable communicating with all level of leadership from internal & external customers.  

Should have strong verbal & written communication skills  

Effectively prioritize and execute tasks in a high-pressure environment. Consistently meet  

deadlines and work well within a team environment.  


Desired Skills and Experience  


The applicant must have the following attributes and skills:  

Bachelor’s degree with 2+ years of relevant experience in a Product/software support role.  

Ability to write SQL queries to extract data is a requirement.  

Proficient in all MS Office applications.  

Highly self-motivated and directed.  

Keen learner with ability to absorb and retain information quickly.  

Strong attention to detail with proven analytical and problem-solving abilities.  

Exceptional written and oral communication skills. Strong documentation skills.  

Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.  

Comfortable working in US work hours i.e. 6PM to 3 AM.