Manager- Business Analyst

Role Purpose

Support Operations

• Manage support transactions according to quality standards.
• Handle incoming help requests by telephone and email.
• Record client details, issues, troubleshooting steps, and resolutions.
• Update availability in the RAVE system.
• Follow standard processes and resolve queries according to service-level agreements.
• Maintain knowledge bases, frequently asked questions, and customer self-help documents.
• Escalate serious or delayed issues to the team leader.

Client and Product Support

• Diagnose and troubleshoot client queries and guide users through step-by-step solutions.
• Help clients navigate product menus and understand product features.
• Maintain logs and records of customer queries using designated tracking software.
• Offer alternative solutions when appropriate to retain customer and client business.
• Follow up with scheduled callbacks to collect feedback and support contract compliance.