PHRESSIA INC.

Job Description - Analyst, Product Support

This role is responsible for the technical, product usage, and market administration support. This role
will heavily rely on client inbound support, as well as communication through our support cases. As
the initial point of contact, you will be responsible for providing an excellent level of customer service
while effectively troubleshooting and resolving configuration and technical issues, executing
configuration changes, assisting with product navigation, and escalating issues as required.

Through your experience as an Analyst, you'll be exposed to different aspects of technical support,
product configuration, and client management. We are looking for someone who is a strong problem
solver, detail-oriented, comfortable in a fast-paced environment, and has experience working with
internal and external customers. This position will provide you with a strong foundation of skills and
capabilities to grow your career in our Product Support stream.

What You'll Do:

 Provide an outstanding experience to customers throughout the support process.

 Act as a team player and support the existing client base.
 Execute define processes as well as work on support requests and incidents.
 Troubleshoot by using required tools and checklist resources to properly understand and
problem solve issues being reported.
 Effectively document and gather information about all reported issues and escalate whenever
required.
 Manage multiple avenues of support requests including telephone, e-mail.

What You'll Bring:

 University degree or college diploma, ideally in Computer Science, Engineering, or a related

technical field.
 1-5 Years of experience in a product support role
 Strong verbal and written communication skills
 Client communication (inbound and outbound calls), email + chat communication
 Good knowledge on CRM ticketing tools like Salesforce, ServiceNow, Jira, etc. would be an
added advantage.
 Good knowledge of binary condition/logical end operators
 Prior application/ support experience required.
 Evidence of strong analytical skills
 Manages competing priorities and multiple projects/initiatives.
 Ability to function independently and in a team environment.
 Takes initiative, has a "can*do" attitude, eager to learn and exhibits passion and excitement
towards work.
 Agile and flexible when faced with change.
 Adheres to process documentation.
Shift Timings- 5 PM – 2 AM or 6 PM – 3 AM IST, also in 9 pm – 6 am or 10 pm – 7 am IST (As per
business needs)

5 Days Working, 2 Days Rotational Week offs.

Who we are:

Phreesia Inc