Product Support Analyst Resume

SUMMARY:

A skilled Application Support Analyst experienced in monitoring, maintaining, improving, and upgrading systems & applications.Excellent troubleshooting and customer service skills, with a track record or achieving high performance in the areas of quality and production.

AREAS OF EXPERTISE:

5 years of experience in Application, Production Support

UNIX, Linux and Windows Operating systems.

Salesforce, ServiceNow CARTS, and Jira

Oracle Database and SQL

Strong Organization Skills

EXPERIENCE:

Confidential

Product Support Analyst

Responsibilities:

Collaborated with distributed teams of designers, development, QA Engineers and Architects to reproduce issues in - house with aim to develop work-arounds and solutions.
Provided white glove support and primary support liaison between company and customer; interacts with end users to understand issues and from a pharmacy business perspective.
Worked with end users to reproduce reported issues in test environments and reports those issues to the development sprint team or third party application vendor.
Participated in on call rotations to provide 24x7x365 customer support.

Product Support Specialist

Confidential

Responsibilities:

Responsible for responding to product application support questions from customers regarding the company’s software from email, calls, chats in a call center type environment.
Analyzed problems with software applications to identify problem area(s) and recommend corrective action. Recommends solutions to customer application questions.
Took ownership of requests, research, analysis, troubleshooting and customer communication necessary to deliver appropriate resolution to customer inquiries.
Logged bugs in Jira and follow-up/escalate as required.

Confidential

EPS Level 2 Customer Support Representative

Responsibilities:

Participated in weekly support calls. Reviewed trends and participated in discussions regarding customer issues and expectations.
Effectively prepared for and conducted multiple meetings and training sessions with various customers.
Assisted in organizing and communication with various projects such as server migrations, oracle upgrades, and data/image extracts between customers and third party vendors.
Mentored 1st level support representative to improve their skills and product support expertise.

EPS Level 1 Support Representative

Confidential

Responsibilities:

Answered calls and emails from Confidential customers (mostly pharmacy technicians, pharmacists, and pharmacy help desks).
Investigated, troubleshooted, and resolved application and usage issues affecting customers' use of Confidential products and services by utilizing available resources (Knowledge Base, Call Logs, CRMS) to troubleshoot and diagnose customer concerns.
Provided timely resolution for customer issues by following proper troubleshooting steps, ask clarifying questions, and discover underlying causes of concern.

Confidential

Team Lead

Responsibilities:

Assisted day & night shift supervisors, worked with management and interviewers to achieve company goals and targets.
Motivated and helped Telephone Interviewers increase production and maintain excellent quality scores.

Quality Assurance Specialist

Confidential

Responsibilities:

Maintained standardized QA forms for all job skills and general standard operating procedures that relate to QA.
Monitored live and recorded calls to report performance standards and initiating improvement actions when opportunities are identified.
Participated infrequent calibrations with internal QA team, as well as handle the coordination of calibration meetings with external contact centers.

Telephone Interviewer

Confidential

Responsibilities:

Placed high volume outgoing calls to conduct national health care surveys nationwide on behalf of well-known and reputable health insurance.
Maintained high quality standards and phone to payroll metrics to meet weekly and monthly goals.

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