Software Product Support Analyst

iRely is looking for a Software Product Support Analyst to  join the Commodity Trade and Risk Management team at iRely’ s office in Bangalore, India

Responsibilities:

• Create, build, and retain a positive relationship with internal and external clients, to ensure support requests are promptly diagnosed and resolved.
• Contribute with ideas / solutions for continuous improvement of the support processes.
• Perform end-user support on all modules for all verticals.
• Resolve support tickets and service requests in a prioritized and timely manner.
• Track all problems and document resolutions in Help Desk ticket software
• Partner with Product/Project Management as well as development teams for solutions identified via reported problems
• Participate in daily and weekly meetings discussing department and company information with the team.
• Develop and update documentation for system modules, business processes and internal training.
• Coordinate and execute system testing when needed including managing UAP testing.
• Assign Severity and Impact to issues and assign the issue to the appropriate team member.
• Participate in annual software upgrade related activities

Minimum Requirements:

• Minimum 5 years working in technology.
• Call Center / Helpdesk experience.
• 2-3 years of experience supporting ERP/Accounting systems.
• Experience with Jira and other software tools and SQL queries.
• Excellent English communication skills
• After-hours (night shift) support on a rotational basis will be required.