My Role as a Senior Support Analyst (Customer Support/Success) was primarily to engage with Client/Customer Users to resolve, mitigate, gather information and Analyse all Technical/Customer related end User issues for a SaaS Product Suite Application, while liaising between Business Operations and L2, L3 Dev Ops Teams (Technology) in assisting and managing all end User Issues.Drive the analysis of root cause factors and contribute towards fixes, resolutions and workarounds that disrupt the… Show more My Role as a Senior Support Analyst (Customer Support/Success) was primarily to engage with Client/Customer Users to resolve, mitigate, gather information and Analyse all Technical/Customer related end User issues for a SaaS Product Suite Application, while liaising between Business Operations and L2, L3 Dev Ops Teams (Technology) in assisting and managing all end User Issues.Drive the analysis of root cause factors and contribute towards fixes, resolutions and workarounds that disrupt the UX interactions and experiences of client users. My role as a support analyst involves continuous compilations and documentation of training manuals, checklists, user hand book drafts and to amend knowledge base for training purposes and knowledge transfers. I have played a key role in boarding and setting up Tier 1 customer support processes (for proving customer support for applications like Marketplace, Vendorly, and REALRemit) from its initiation stage to taking it live in production, while coordinating with the Business units and the Technology groups in defining the support jurisdictions and SLAs that was required to be delivered.Drive and supervise the Vendorly Monitor application customer support team (Vendorly Monitor is a SaaS based platform that is designed to help streamline due diligence, maintain documents and monitor vendors). I am also part of the Vendor Management oversight program at Altisource to deliver training and end user support to all the client and vendor end users. Incident Management - Understanding, analyzing, coordinating with the relevant teams and resources and conducting technical incident calls for Altisource business units that use the Market Place REALTrans/Vendorly suite of portals to run their day to day operations. Show less

Retail Assets Banking, Retail Corporate banking, Retail Institution Banking