Product Support Analyst

Account Manager (Sales & Delivery) | Ex - Tech Mahindra

Title/Level: Product Support Analyst 2

Location: Remote

Client: State of TX (Texas Education Agency)

User Acceptance Testing (UAT):

1. Develop and execute test plans, test cases, and test scripts based on business requirements.
2. Coordinate with stakeholders to review test objectives and expected outcomes.
3. Identify and document bugs or issues, and track their resolution with development teams.
4. Validate functionality, usability, and performance of systems against defined criteria.
5. Maintain test result records and report findings to project managers.

Production (Prod) Review:

1. Conduct post-deployment checks to ensure system stability and functionality in the live environment.
2. Monitor and document production issues, analyzing root causes for resolution.
3. Collaborate with technical teams to address system performance concerns promptly.
4. Test newly implemented features or patches in the production environment.
5. Provide status updates and recommend improvements to maintain high-quality system performance.

Customer Support:

1. Analyze and resolve complex customer support tickets escalated to Level 3.
2. Investigate and identify root causes of technical issues reported by end-users.
3. Collaborate with development teams to address and resolve software defects.
4. Perform advanced troubleshooting for system errors and application bugs.
5. Document resolutions and provide detailed feedback to Level 1 and Level 2 support teams.
6. Validate fixes and updates in test environments before applying them in production.
7. Recommend process improvements based on recurring issues or patterns.
8. Ensure timely communication with stakeholders on ticket status and resolution timelines.

Seniority level

Mid-Senior level

Employment type

Contract

Job function

Analyst and Consulting

Industries

IT Services and IT Consulting and Education