Technical Support Analyst

Job Profile
- Title-  Technical Solution Analyst( Support Domain)
Location
- Bangalore (Hybrid)
Exp- 8+ years

JD
- Roles and Responsibilities:

Enable digital transformation of support systems by aligning business, operations and technology
Evaluate industry technology landscape, discover tech stack, design solutions to solve business requirements
Ownership of end to end technology solutions projects
Identify solutions for customer self-service, automation, personalization, proactive support and seamless omnichannel experience
Knowledge of CRM, bug, messaging, collaboration, telephony, chat/bot, RPA systems required
Experience working on process improvements and re-engineering
Locate and define new process improvement opportunities
Improve adoption of deployed platforms, tools
Lead efforts to understand business needs, capture business requirements (BRD, define high level design, architecture and specifications of system.
Provide estimates, impact assessments, and give your expert opinion on key strategic initiatives.
Work with cross-functional teams to build data solutions that impact business decisions
Conducts and facilitate (and educates and trains on) analysis, issues identification, organizational risk assessment, and decision-making processes.

Required Experience/Background:
Masters/Bachelor’s degree in computer science, management information systems, data science/ML and related field or equivalent related experience
Overall 10+ years of experience, 5+ years data analyst or related experience, including proficiency with analytical software or equivalent related education
Good knowledge of large system, CRM’s, bug systems, collaboration and messaging tools
Technical expertise regarding data models, database design development, data mining and segmentation techniques
Strong knowledge of and experience with reporting packages databases , programming.
Proficiency in statistics, data analysis, and research methods