Main Responsibilities:

• Become an expert on airline domain product and use the knowledge to perform functional analysis of the production/UAT issues raised by 150+ airline customers across the world
• Refer functional specification document and provide solutions based on your analysis. It might require troubleshooting to get the root cause of the issue
• Provide timely, efficient and pleasant follow-up to customer queries on technical & functional issues by following tools and process defined with in Company
• Interact effectively with customers and internal teams like R&D teams, product management, implementation teams who are working in SAFE methodology.
• Build rapport and elicit problem details.
• Maintain issue analysis rate that is agreed with customers and internal company standards.
• Propose & work on building new tools which will help in faster resolution of customer incidents.