Associate Product Support Analyst

About Data Axle
Data Axle Inc. has been an industry leader in data, marketing solutions, sales, and research for over 50 years in the USA. Data Axle now has an established strategic global centre of excellence in Pune. This centre delivers mission critical data services to its global customers powered by its proprietary cloud-based technology platform and by leveraging proprietary business and consumer databases.
Data Axle India is recognized as a Great Place to Work! This prestigious designation is a testament to our collective efforts in fostering an exceptional workplace culture and creating an environment where every team member can thrive
Essential Job Functions:

• Provide daily customer support by validating cases, isolating and diagnosing issues, and delivering timely resolutions.
• Troubleshoot performance concerns and implement effective short-term fixes as well as long-term solutions.
• Analyze system exceptions and logs to identify root causes, improve product usability, and enhance end-user experience.
• Respond to customer inquiries via phone, email, and chat in a clear and professional manner.
• Collaborate with customers and internal stakeholders, including Customer Support, Customer Success, and Senior Leadership, to address product and customer issues effectively.
• Work cross-functionally with Support, QA, Engineering, and Product teams to ensure timely investigation and resolution of issues.
• Maintain accurate and timely ticket updates while ensuring adherence to internal and external SLAs.
• Drive Root Cause Analysis (RCA), Impact Analysis, and provide support during production deployments.
• Provide clear solution summaries and handoffs to development teams to accelerate issue resolution.
• Ensure all follow-up commitments made to customers are met within agreed timelines.
• Escalate issues appropriately by involving senior and escalation resources with the necessary details and context.
• Partner with Product Management during sprint releases to contribute to product enhancements and long-term improvements.
• Ensure knowledge management and documentation processes are followed, and assist in converting technical resolutions into knowledge base articles

Preferred Requirements:
• 0-4 years of experience in customer service/support roles within a product-based company.
• Prior customer support experience in a SaaS company is preferred (not mandatory).
• Experience working with SFDC, CRM, and Sales & Marketing systems and processes.
• Strong experience in issue of triaging and analysis, particularly through log analysis.
• Proven ability to troubleshoot issues related to web-based applications.
• Hands-on experience with ticketing/support platforms such as Jira, Salesforce or similar tools.
• Strong technical aptitude with the ability to derive insights and support root cause analysis.
• Customer-focused mindset with a passion for delivering an excellent customer experience; enthusiastic, positive, and service-oriented.
• Excellent communication and collaboration skills.
• Strong problem-solving, prioritization, and time-management abilities.
• Willingness to work evening/night shifts (16:30 to 01:30 IST) to support US-based stakeholders.
Disclaimer
Data Axle India follows a merit-based employee recruitment practice with extensive screening steps. Data Axle India does not charge/accept any amount or security deposit from job seekers during the recruitment process. Job Seekers are requested to be aware of unsolicited or fraudulent communication regarding a job offer or an interview call against payment of money, please stay alert. All Data Axle India jobs are published on the Careers page of its website and/or on its LinkedIn profile. Interested job seekers may access the same and apply directly. If you believe you have been a victim of recruitment fraud, you are requested to approach law enforcement agencies immediately