Junior Product Support Analyst

- Provide first-line application support by responding promptly and professionally to user queries via phone, email, and ITSM tool, ensuring all issues are tracked through to resolution within agreed SLAs. - Troubleshoot a broad range of issues, from password resets and guiding users through system functionality to more complex queries, including API-related issues. - Triage and prioritize service requests and incidents, balancing routine tasks (e.g., password resets, account setup) with more complex application queries. - Support onboarding activities by setting up user accounts, access permissions, and providing introductory guidance on the platform. - Deliver excellent customer service through clear communication, professionalism, and user support calls. - Collaborate closely with team members and escalate issues to the Helpdesk Manager when required, contributing to a strong team culture. - Maintain and enhance knowledge base documentation to support resolution of recurring queries. - Build a working knowledge of the low-code platform to assist in troubleshooting and provide informed context for escalations, while leaving complex development tasks to specialist developers. - Act as a subject matter expert (SME) for the system, building core familiarity with its functionality and processes.