iRely is looking for a Software Product Support Analyst to join the Commodity Trade and Risk Management team at iRely s office in Bangalore, India
Responsibilities:
- Create, build, and retain a positive relationship with internal and external clients, to ensure support requests are promptly diagnosed and resolved.
- Contribute with ideas / solutions for continuous improvement of the support processes.
- Perform end-user support on all modules for all verticals.
- Resolve support tickets and service requests in a prioritized and timely manner.
- Track all problems and document resolutions in Help Desk ticket software
- Partner with Product/Project Management as well as development teams for solutions identified via reported problems
- Participate in daily and weekly meetings discussing department and company information with the team.
- Develop and update documentation for system modules, business processes and internal training.
- Coordinate and execute system testing when needed including managing UAP testing.
- Assign Severity and Impact to issues and assign the issue to the appropriate team member.
- Participate in annual software upgrade related activities
Minimum Requirements:
- Minimum 5 years working in technology.
- Call Center / Helpdesk experience.
- 2-3 years of experience supporting ERP/Accounting systems.
- Experience with Jira and other software tools and SQL queries.
- Excellent English communication skills
- After-hours (night shift) support on a rotational basis will be required.
