Avishek Bharti
Product Support Analyst at Infor
- Role
- Product Support Analyst at Infor
- Location
- Kolkata, WB, IN
- LinkedIn followers
- 500 followers
About Avishek Bharti
Experienced customer centric Product Support Analyst, Service Now,well versed in managing…
Experience
Product Support Analyst
Apr 2020 — Present · Bengaluru, IN
Work on:• SaaS application and database to resolve the query. • Payment gateway interface like Elavon Fusebox, merchant link etc. • Interfaces like HOTSOS, SHIFT4,PBX, MICROS pos, InfoGenesis etc.• SQL to take back-up, restore and recover the database. Create business strategies to attract new customers, expand store traffic, and enhance profitability. Provides technical support to customers, answering complex questions on function and usage of product via the telephone and/or Internet. Conveys customer feedback to product development staff and advocate for the customer. Assists with product design, bug verification, source code fixes, release testing and beta support, which may require research and analysis. Responsible for adding and maintaining knowledge base content. Resolves clients\' questions or problems over the telephone or Internet in the areas of system configurations/setup, product functionality and bugs/enhancements. Serve as primary support liaison between company and customer and documents incidents in required tracking systems. Keep customer informed of how and when problems are resolved. Involved in any additional follow up, testing and troubleshooting. Set up the appropriate test environment based on a customer’s system specification. Responsible for appropriate referral to other support and quality assurance areas. Assist in testing of new versions of operating systems, environments by loading new versions and verifying compatibility with products, reporting any anomalies to development. Assists with preparation of technical documentation of product sub-systems. Using Jira tool, log defect and enhancement. Follow SLA ( Service level agreement) Log Saas ticket after testing the SQL program in Jack dB for any Database. Support customer through chat, global ticketing system and email. Use Knowledge base article for help and create article if any new resolution is given.
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