Senior business analyst
ITG
Total years of experience :12 years, 1 Months
• Understand the business needs of customers and translate them into the application
• Prepare Requirements Document
-Analyze customer product issues within released applications.
-Work with product development, R & D and other internal departments to resolve issues, develop solutions to minimize cycle time for problem resolution, and make improvements for future releases.
-Collaborate with team members to share knowledge of issues and corresponding resolutions or workarounds.
-Develop training materials and web based support materials.
-Taking ownership of technical issues, and working with our Development group to resolve more advanced issues when necessary
-Resolving escalated customer complaints without the need for development team .
-Documenting troubleshooting and problem resolution steps
-Participation in providing training to customers as required
- Understand our applications to provide answers and training to Sales Departments.
-Deliver service and support to end-users using and operating -automated call distribution phone software, via remote connection or over the Internet;
-Interact with customers to provide and process information in -response to inquiries, concerns, and requests about products and services;
-Gather customer’s information and determine the issue by evaluating and analyzing the symptoms;
-Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients.
-Research required information using available resources;
-Follow standard processes and procedures;
-Identify and escalate priority issues per Client specifications;
-Redirect problems to appropriate resource;
-Accurately process and record call transactions using a computer and designated tracking software;
-Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business;
-Organize ideas and communicate oral messages appropriate to listeners and situations;
-Follow up and make scheduled call backs to customers where necessary;
-Stay current with system information, changes and updates
• responsible for installing and configuring software and managed technical training on these
• Operated closely to the internal development groups
• responsible for the analysis of error reports provided and find the most appropriate technical solutions (by simulating/testing them on internal systems and by involving, if necessary, the development team)
• providing support, including procedural documentation and relevant reports
good grade