• Understand the working of the specific product – application(s) in which expertise needs to be built through training programs including on the job training, class room training and training material available on the knowledge collateral(s).
• Primary responsibility will be to facilitate solution to the tickets logged. It includes analysis of the ticket logged, updating clients and stakeholders through appropriate channels in every stage of resolution & providing an agreeable solution.
• Responsibility in detail:
o Understand the details in ticket logged. Validate the completeness of information provided and if required, collect further information from client. Use the collected information to analyze the problem threadbare.
o When identified as a bug, do comprehensive documentation including product analysis of defect ,elaborating the root cause and possible resolution for the defect. Provide additional information that would help Development team to fix and test the problem effectively.
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o In case of non-defects, educate client with adequate information & procedures on how to handle the scenario/meet the requirement .
• Act as the technical reference point during software implementation/upgrades. Provide guidance and support to client IT teams.
• Contribute to Knowledgebase through FAQ’s and HowTo’s.
• Develop/Enhance Tools that will help in reducing the analysis time and boost customer experience. Best tools has fair chance of getting integrated to Core product
• Available to perform onsite analysis of tickets at client places. Typically this would be required during the milestone period of the client like Go Live of implementation, branches, and Upgrade.
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