REF97643C_2026233727 - Platform Support Analyst - 1 to 5 years - Pune Weikfield WFO
Senior Platform Support Analyst
Experience : 1-4 yrs.
Role Summary
Advanced platform support role for complex ticket resolution, in-depth troubleshooting, and handling escalations across product, labs, enterprise admin, and billing/account operations. Requires strong understanding of escalation vs. resolution, coaching juniors, and maintaining excellent customer experience in a 24×7 environment.
Key Responsibilities
- Own complex/escalated cases across email, live chat, and queues
- Troubleshoot advanced access, account setup, enterprise roles, team hierarchy, content availability, onboarding
- Analyze history, impact, configuration, and dashboards to identify root cause and resolution path[CC1]
- Create/link/track JIRA issues for product defects
- Coordinate labs, mobile app, account disputes, refunds, content issues, sales handoffs, enterprise support
- Collaborate with product/engineering/lab/content/CS/sales for timely resolution
- Apply priority judgment by business impact, customer type, severity
- Handle subscription modifications, coupon flows, account workflows as per policy
- Review ticket quality; mentor juniors on categorization, comms, troubleshooting
- Create/maintain KB articles, macros, SOP improvements for recurring problems[CC2]
- Identify trends and suggest improvements, training, automation
- Participate in queue reviews, backlog reduction, SLA recovery, and quality initiatives
- Drive urgent communication and escalate to L2/engineering/specialists as needed
Required Qualifications
- Bachelor’s degree in Computer Engineering or equivalent.
- 3–5 years in platform/SaaS/application/e-learning/technical support
- Strong hands-on with ticketing systems and structured escalations
- Understanding of SLA-driven operations and cross-functional resolution
- Strong English Written & Verbal communication.
- Customer escalation handling and sensitive billing cases
- Clear written communication and stakeholder coordination
- Operate independently on ambiguous issues and route correctly
- KB/SOP/macro usage and dashboard-driven operations
- Prioritization by severity/impact and service recovery
- Awareness of automation in support ops
[CC1]Not a must have
[CC2]Not a must have
Qualifications
Bachelors Degree