Customer Support Analyst III

As a Customer Support Analyst (CSA) Level 3, your role will involve providing advanced technical and functional support for applications, serving as the final escalation point for complex issues. Your responsibilities will include: - Advanced Technical Troubleshooting & Resolution - Act as the primary escalation point (L3) for complex application, invoice, payment, and user access-related issues - Conduct in-depth research across multiple applications and systems to identify, correlate, and resolve issues - Analyze logs, alerts, configurations, and system behavior to troubleshoot problems efficiently - Provide end-to-end ownership from issue identification to resolution and customer confirmation - Multi-Application Analysis & Problem Solving - Investigate issues spanning multiple integrated applications, consolidating findings to determine root causes - Diagnose issues related to data flow, integrations, performance, and configurations - Apply structured troubleshooting methodologies to resolve cross-system dependencies - Incident & Escalation Management - Ensure timely resolution of support tickets, emails, and calls while adhering to defined SLAs - Proactively monitor alerts and logs to identify and mitigate potential issues before impact - Escalate issues appropriately with clear documentation and impact analysis - Cross-Functional Collaboration - Collaborate closely with Engineering, Product, Infrastructure, and other internal teams to resolve defects and performance issues - Translate customer-reported issues into transparent technical insights and actionable inputs for internal teams - Participate in incident reviews and resolution planning - Root Cause Analysis & Continuous Improvement - Perform detailed Root Cause Analysis (RCA) for recurring and high-impact issues - Identify trends and recommend preventive measures and system improvements - Contribute to improving system stability and reducing ticket volumes - Knowledge Management & Documentation - Create and maintain knowledge base (KB) articles, troubleshooting guides, and runbooks - Document process flows, configurations, and standard operating procedures (SOPs) - Develop and deliver training materials and user guidance for both internal teams and customers - Customer Experience & Communication - Provide clear, structured, and professional communication to customers - Guide users through troubleshooting steps and ensure a high level of customer satisfaction - Manage critical customer interactions with ownership and accountability Qualifications: - Bachelors/Master's in engineering or relevant qualification - Minimum 4-10 years of experience in application support Your role will require strong communication skills, an analytical mindset, and the ability to work in a fast-paced, collaborative environment. Additionally, working knowledge of SQL Databases, IIS Setup, basic network configuration, IT hardware, and software will be beneficial. Prior application support experience and the ability to diagnose and address application issues are preferred. As a Customer Support Analyst (CSA) Level 3, your role will involve providing advanced technical and functional support for applications, serving as the final escalation point for complex issues. Your responsibilities will include: - Advanced Technical Troubleshooting & Resolution - Act as the primary escalation point (L3) for complex application, invoice, payment, and user access-related issues - Conduct in-depth research across multiple applications and systems to identify, correlate, and resolve issues - Analyze logs, alerts, configurations, and system behavior to troubleshoot problems efficiently - Provide end-to-end ownership from issue identification to resolution and customer confirmation - Multi-Application Analysis & Problem Solving - Investigate issues spanning multiple integrated applications, consolidating findings to determine root causes - Diagnose issues related to data flow, integrations, performance, and configurations - Apply structured troubleshooting methodologies to resolve cross-system dependencies - Incident & Escalation Management - Ensure timely resolution of support tickets, emails, and calls while adhering to defined SLAs - Proactively monitor alerts and logs to identify and mitigate potential issues before impact - Escalate issues appropriately with clear documentation and impact analysis - Cross-Functional Collaboration - Collaborate closely with Engineering, Product, Infrastructure, and other internal teams to resolve defects and performance issues - Translate customer-reported issues into transparent technical insights and actionable inputs for internal teams - Participate in incident reviews and resolution planning - Root Cause Analysis & Continuous Improvement - Perform detailed Root Cause Analysis (RCA) for recurring and high-impact is