Product Support Analyst Level I

We are looking for a Product Support Analyst Level I who will:

• Act as the first point of contact for external customer inquiries or incidents.
• Answer questions and resolve basic issues on initial calls.
• Create initial tickets for customer inquiries and incidents.
• Gather and record detailed information about incidents, including customer details, product or service components affected, and business impacts.
• Assess the severity level of incidents based on the workflow and business impact.
• Escalate incidents to higher-level analysts when necessary.
• Utilize the knowledge base, documentation, and tools for first‑call resolution.
• Resolve basic call types using existing tools with minimal assistance.
• Work in rotational shifts, including evenings and holidays as required by the business needs.

Qualifications

• 1‑2 years of experience in a ...