Solutions Analyst
Current-Develop an in-depth understanding of the product and processes to identify trends impacting functionality, availability, capacity, user satisfaction and infrastructure performance.-Troubleshoot and resolve complex technical and integration related issues over the phone or through other electronic interactions-Work cross-functionally in an effective and professional manner with other departments to manage escalations, communicate root cause, solution and resolve cases and issues-Document user problems as per SOP, to proactively contribute to the investigation of defects and other issues to prevent re-occurrence.-Stay abreast of new features, tools and functionalities to maintain product expertise and assist with upskilling of support peers.-Coordinate and execute internal and external meetings to resolve problems.-Contributing to and helping maintain knowledge base tool