Technical Support Analyst at Resilinc
Pune, IN

About Resilinc

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 the Resilinc Product. Analysts will generally deal directly with end users and actively communicate answers in a way they can understand. This includes receiving, prioritizing, documenting and actively resolving end user help 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, chats, phone and workflow tool
  • 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
  • Work with the Engineering and Product management team to understand the product design and requirements. Validate and Test the product for its intended behavior and report any deviations to the leadership
  • Coordinate product testing during product upgrades and releases
  • 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
  • Should be aware extracting data from multiple tables using SQL queries
  • Proficient in all MS Office applications
  • Team working ability
  • 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