Product Support Analyst

2 days ago

Melbourne, Australia Cognizant Full time

In this high-impact role, the Product Support Analyst will be responsible for:

- Level 2 Product Support: Triaging incoming cases, troubleshooting, analysing, and identifying software-related issues, and proposing solutions.
- Issue Resolution: Own, investigate, and resolve complex issues within agreed SLA’s.
- Product Upgrades and Migrations: Assist with upgrades, data migrations, and installations of the product.
- Documentation: Ensure every action, update, and interaction regarding investigations is clearly documented within the case notes.
- Escalation: Escalate to Level 3 when an issue is outside of existing skillset.
- Feedback and Collaboration: Provide feedback to the training team, case creator, and Team Leader to ensure knowledge gaps and documentation are up to date.
- Work closely with product management and development teams to report customer feedback and potential product improvements.
- Knowledge Management: Contribute towards the creation and upkeep of knowledge articles.
- Proactive Case Management: Identify ‘at risk’ cases prior to them exceeding Service Level time thresholds.
- Continuous Improvement: Review customer requests and feedback periodically with Team Leader and/or Customer Service Manager to identify and act on opportunities for improvement.
- Hands on experience in handling production support projects.
- Proficiency in.Net and C#.
- Strong hands-on SQL/PL SQL experience.
- Should have worked on SSRS/SSIS reporting
- Proven support experience with strong troubleshooting skills.
- Experience in the healthcare domain.
- Experience in a technical support position with clients requiring complex troubleshooting.
- Understanding of.Net-based client-server products/solutions.
- Excellent written and verbal communication skills.
- Experience with product upgrades, data migrations, and installations.
- Ability to work effectively in a team environment and independently.
- Strong organizational skills and attention to detail.

**Benefits**:
Joining Cognizant will give you the opportunity to learn and collaborate with some of the most talented people in the industry, while having your finger on the pulse of emerging industry trends and working on the cutting edge of technology in your field of expertise.

We recognize that our people perform at their best when they feel valued as significant contributors and that is why at Cognizant, taking care of our employees is a priority:

- You can pursue innovative career tracks and opportunities here
- You can enhance your professional development through education and dedicated training
- We’ll give you the skills you need to keep pace with the changing workplace while our compensation, benefits and wellness packages help you stay healthy and plan for the future.

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