Customer Support Analyst III
Job Summary:
We are seeking a highly skilled, customer-focused Customer Support Analyst (CSA) – Level 3 to provide advanced technical and functional support for our applications. This role serves as the final escalation point for complex issues and requires extensive research across multiple applications to diagnose, consolidate, and resolve customer-reported problems effectively. The ideal candidate will combine deep technical and functional troubleshooting with strong analytical thinking, enabling them to identify root causes, implement solutions, and drive continuous improvement in system performance and customer experience.
We are looking for a dedicated customer support analyst to join our team and provide customer support, technical and functional assistance, ensure application performance, and support users of our on-premises and AWS-hosted software products. The role involves troubleshooting, configuring systems, monitoring systems, and collaborating with cross-functional teams to resolve issues efficiently. Also, create KB articles, document process flow and user training.
Key Responsibilities:
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 clear 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:
Bachelor's/master’s in engineering or relevant qualification.
Minimum 4-10 years of experience in application support.
Knowledge, Skills, and Abilities:
Strong communication and interpersonal skills for customer interaction.
Analytical and problem-solving mindset.
Ability to work in a fast-paced, collaborative environment.
Browser Support - Internet Explorer/Google Chrome etc.
Strong computer knowledge and troubleshooting skills.
Excellent oral and written communication skills
Neutral accent
Should be confident & aggressive.
Candidate with prior application support experience is preferred.
Working knowledge of SQL Databases, IIS Setup & basic network configuration.
Working Knowledge of IT Hardware and Software.
Ability to learn and master employer-specific software.
Complex problem solving.
Ability to diagnose & address application issues.