The Product Support Analyst will provide tier-2 support for business applications, troubleshoot issues, collaborate with teams, and improve customer experience.
A bit about us
Trek is an awesome place to work, with amazing benefits for all employees. We build only products we love, provide incredible hospitality to our customers, and change the world by getting more people on bikes. When you’re on our team, you’re taken care of, encouraged to learn and grow, and given lots of opportunities to do so. Give us your best, and we’ll give it right back. Sound pretty sweet? Then come join us!
Job Overview:
We are seeking a skilled and customer-oriented Product Support Analyst - I to join our IT -Technical Product Support team, providing tier-2 support for our Business Applications team. The ideal candidate will have a solid technical background, excellent problem-solving abilities, and a commitment to exceptional customer service.
In this role, you will be responsible for troubleshooting, diagnosing, and resolving tier-2 Enterprise Business Application tickets for our stakeholders while collaborating closely with our service delivery & development teams.
Key Responsibilities:
- Provide Technical Support: Serve as the primary contact within our tier-2 team to investigate customer-submitted tickets and issues related to, but not limited to, access requests, data discrepancies, triaging tickets as needed, and the escalation of bugs or critical incidents.
- Diagnose and Resolve Issues: Investigate and resolve tickets by conducting research, debugging, and engaging with customers. Ensure timely resolutions and updates are provided in our JSM ticketing system.
- Collaborate with Development Teams: Escalate complex issues to development teams and work closely with engineers to ensure accurate problem resolution.
- Document Solutions: Maintain detailed documentation of reported issues, resolutions, and troubleshooting steps to build a comprehensive knowledge base.
- Improve Customer Experience: Identify recurring issues and recommend solutions to improve customer experience.
- Test and Validate Fixes: Reproduce customer-reported bugs and verify fixes in different environments.
- Continuous Learning: Stay updated on product enhancements and new features to effectively support Trek’s Enterprise Business Applications.
Required Qualifications:
- Experience with software tools and ticketing systems like JIRA, Microsoft Dynamics CRM, and Trek's suite of Enterprise Business Applications.
- 2+ years of experience in application support, technical support, or a related role.
- Strong customer support & documentation skills
- Excellent communication skills with the ability to explain technical concepts to non-technical users.
- Proficiency in troubleshooting and debugging issues.
- Familiarity with relational databases & database languages (SQL, MySQL, T-SQL)
- Familiarity with PowerBI
Why Trek?
- Trek Bicycle in Fortune Rankings: (https://fortune.com/company/trek-bicycle/)
- Ranked 4 in Best Large Workplaces in Retail
- Ranked 19 in World’s 25 Vest Workplaces
- Ranked 50 in Fortune 100 Best Companies to Work For
- Ranked 65 in Fortune 100 Best Companies to Work For – Europe
- Great Place To Work-Certified (https://www.greatplacetowork.in/great/company/trek-bikes)
- Best Workplaces in Asia 2025
- Flexible and fun company culture that values people, purpose, and performance
- A leadership team that supports autonomy and innovation
- A company that believes work should be fun, fulfilling, and impactful
- The chance to be part of something bigger - changing the world by getting more people on bikes
Trek India benefits:
- Group medical insurance floater policy that covers self, spouse, up to 2 children and dependent parents
- 12 Annual paid holidays
- Employee friendly leave policy: Maternity Leave, Paternity Leave, Compassionate Leave, Wedding Leave, Compensatory Leave in addition to Sick Leave, Casual Leave and Privilege Leave
- Tuition Fee Reimbursement up to INR 500,000 (Diploma, Undergraduate, Graduate & Master’s degree programs)
- 24/7 Employee Assistance Program (EAP) - confidential, work-based benefit that offers employees and their families free short-term counseling, referrals, and support for personal or work related problems
- Annual paid time off for charity work
- Employee referral bonus
- Employee discounts on Trek products
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
Top Skills
JIRA
Microsoft Dynamics Crm
MySQL
Power BI
SQL
T-Sql
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