EMPLOYMENT

Get AI-powered advice on this job and more exclusive features. Direct message the job poster from Cognizant Cognizant is looking for a Production Support Analyst in developing customized product for our clients. The role is expected to drive technology discussions and analyze the current landscape for gaps in addressing business needs. Cognizant needs a motivated individual to challenge the status quo and provide thought leadership/best practices to enhance our current services and technologies. Job Title: Production Support Analyst Location: Australia Duration : Full Time Responsibilities: Cognizant is seeking a skilled and dedicated Product Support Analyst with expertise in .Net and C#, strong SQL experience, and exceptional troubleshooting skills. The ideal candidate will provide Level 2 product support, ensuring timely and effective resolution of software-related issues while delivering an outstanding customer experience. In this high-impact role, the Product Support Analyst will be responsible for: Level 2 Product Support: Triaging incoming cases, troubleshooting, analysing, and identifying software-related issues, and proposing solutions. Issue Resolution: Own, investigate, and resolve complex issues within agreed SLA’s. Product Upgrades and Migrations: Assist with upgrades, data migrations, and installations of the product. Documentation: Ensure every action, update, and interaction regarding investigations is clearly documented within the case notes. Escalation: Escalate to Level 3 when an issue is outside of existing skillset. Customer Communication: Communicate with customers promptly and consistently via phone, remote sessions, Teams meetings, and emails, providing progress updates, setting expectations, confirming root cause, and educating customers when resolved. Feedback and Collaboration: Provide feedback to the training team, case creator, and Team Leader to ensure knowledge gaps and documentation are up to date. Work closely with product management and development teams to report customer feedback and potential product improvements. Knowledge Management: Contribute towards the creation and upkeep of knowledge articles. Proactive Case Management: Identify ‘at risk’ cases prior to them exceeding Service Level time thresholds. Continuous Improvement: Review customer requests and feedback periodically with Team Leader and/or Customer Service Manager to identify and act on opportunities for improvement. To apply for this Product Support Analyst role, your soft skills, expertise and experience should include: Proficiency in .Net and C#. Strong hands-on SQL experience. Proven support experience with strong troubleshooting skills. Experience in the healthcare domain. Experience in a technical support position with clients requiring complex troubleshooting. Understanding of .Net-based client-server products/solutions. Excellent written and verbal communication skills. Experience with product upgrades, data migrations, and installations. Ability to work effectively in a team environment and independently. Strong organizational skills and attention to detail. Seniority level Seniority level Mid-Senior level Employment type Employment type Full-time Job function Job function Information Technology Industries IT Services and IT Consulting Referrals increase your chances of interviewing at Cognizant by 2x Sign in to set job alerts for “Production Support Analyst” roles. 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