The Product Technical Analysts (PTA) at Zycus works with the Technical Account Management Team and supports them by being the first line of the technical support layer & responsible for product related queries, troubleshooting and guiding Customers to be able to use the products with ease. A Product Technical Analyst will be trained to answer queries around Customer’s subscribed products and associated functionalities in order to be able to understand product capabilities & troubleshoot in accordance with the respective L2 and L3 Engineering, Cloud, Product Management and other backend Teams to get success for the Customers on Zycus Products.
Your top three responsibility as a Product Technical Analysts (PTA) will be to:1) Answer accurately all of the product related questions that a Customer has2) Demonstrate & guide the functionality to the Customers3) Resolve Customers’ technical queries & complaints by coordinating with multiple internal Teams within SLAThe Product Technical Analysts (PTA) has an expert product knowledge and his/her expertise is essential to a successful support structure of the Technical Account Management Team.As a Product Technical Analyst at Zycus, you will: Be the first point of Contact for Customers having queries/ issues related to Zycus products Work with the Technical Account Management Team to ensure deliverables are on-time, increase efficiency and resolve issues for customers by coordinating with multiple Teams from Zycus & Customer side to achieve Customer Satisfaction Be part of a 24/7 support team supporting Zycus’s Source-to-Pay procurement suiteParticipate and contribute to best practices (tools/process), knowledge sharing & find ways to automate and ideate new things to enhance Customer experience, reduce manual efforts and suggest new processes Work with customers and internal stakeholders while participating and facilitating testing including User Acceptance Testing Evaluate and suggest innovative solutions and workarounds for customer requirements Work efficiently on, Zycus products configuration, Incident Management Tools, MS-Excel, etc. Provide strong technical understanding of Zycus product with the ability to discuss and demonstrate the Zycus Solution and how it may be configured to meet a customer’s business