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.