IT Support Analyst IV managing technology interruptions and support for North American Contact Center. Collaborating with technology partners and providing clear communication on issues and resolutions.
About the role
- Support Engineer providing Level 2 assistance and ownership of user issues for applications. Collaborating with various teams to resolve problems for clients and maintaining documentation.
Responsibilities
- Provide end-to-end L2 support for the application by handling escalated tickets from frontline support and business users.
- Investigate, reproduce, and validate user-reported issues in both UAT and Production environments, ensuring accurate root-cause analysis.
- Explain portal workflows, system behavior, and functional processes to users in a simple, easy-to-understand way during calls, chats, or email interactions.
- Connect with clients and internal stakeholders via calls and virtual meetings to understand issues, gather clarifications, and guide them on correct portal usage and best practices.
- Collaborate closely with development, QA, and product teams to triage issues, verify fixes, and ensure smooth deployment of resolutions.
- Use Firebase to validate backend data, analyze logs, and troubleshoot discrepancies between user experience and system records.
- Utilize tools such as Microsoft Clarity to review user sessions and behavior, identify usability issues, and propose improvements to reduce user friction and repeated queries.
- Create and maintain detailed end-user documentation, FAQs, and process guides for all key modules to support self-service and improve adoption.
- Log, track, and update all production issues with clear steps to reproduce, impact assessment, screenshots, and root-cause summaries to support transparency and knowledge sharing.
- Provide timely, proactive communication to users and stakeholders during incidents, including status updates, expected timelines, and post-resolution summaries.
- Support continuous process improvement by identifying recurring issues, analysing patterns, and recommending preventive measures or product enhancements.
- Demonstrate strong ownership of assigned tickets and user cases, ensuring closure within agreed SLAs and maintaining high user satisfaction.
Requirements
- Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience in application support or customer care).
- 2–4 years of experience in application support, L2 support, or customer care for web or mobile applications.
- Hands-on experience working with tools such as Firebase (for data validation and log analysis) and similar monitoring or logging platforms.
- Familiarity with analyzing user behavior using session replay or analytics tools (for example, Microsoft Clarity, Hotjar, or similar).
- Strong problem-solving and analytical skills with the ability to quickly understand complex workflows and system behaviour.
- Excellent verbal and written communication skills with the ability to explain technical or process details to non-technical users.
- Proven ability to collaborate effectively with cross-functional teams including development, QA, product, and business stakeholders.
- Strong documentation skills with experience creating user guides, FAQs, and process documentation.
- Ownership mindset, with the ability to manage priorities, handle pressure during production incidents, and drive issues to closure.
Benefits
- Dedicated Learning & Development Budget – Fuel your growth with resources dedicated to skill enhancement.
- Cutting-Edge Projects – Work on exciting projects using the latest technologies.
- Employee-Friendly Leave Policy – Enjoy ample leave options to maintain a healthy work-life balance.
- Remote-First Culture: At think bridge, we all work from wherever we choose but come together during set hours to collaborate using simple online tools.
- Leave & Time-off – All leaves taken are paid leaves.
- Comprehensive Medical & Term Insurance: Full coverage for you and your family peace of mind.
- Work-From-Workweek (WWW): Twice or thrice a year, we come together for One-week sprints to collaborate in person, foster stronger team bonds, and align on goals. All travel expenses are covered in the form of an allowance.
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