Product Support Specialist

Primary Responsibilities: Provide Level 1/Level 2 product support for customer issues Investigate, resolve, and provide root cause analysis for reported application issues Use SQL scripts for creating queries and troubleshooting stored procedures Utilize SQL profiler to identify root causes Communicate timely updates to customers through appropriate incident tracking tools Quickly establish rapport, gain, and maintain credibility with diverse audiences Coordinate between customers, the development team, and internal support teams Work with customers to gather product requirements , analyze, and document them before passing to the product management team Escalate issues to Level II/Level III analysts or development teams as needed Follow established guidelines and industry best practices to resolve customer issues Mentor and train junior support analysts on the technical and procedural aspects of the products Required Skills/Qualifications: 2-5 years of experience in application support Willingness to work night shifts Strong written and oral communication skills Good documentation skills and the ability to communicate professionally with customers Fluency in written and spoken English