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Product Support Analyst


Tomia | Product Development | Bangalore, Karnataka

Starhome Mach, the leader in value-added global mobility and clearing services has recently merged with Telarix, a telecom influencer in interconnect software to form an unstoppable machine.  We are seeking a Product Support Analyst to join our team in Bangalore, India.

Product Support Analyst

Position Overview

The Product Support Analyst (PSA) position has responsibility for analysis and resolution of customer tickets. The PSA works to resolve tickets as they are assigned by the Regional Customer Support Managers using all available tools, including User Guides, training materials, FAQ’s, special documentation, searches of internal ticket systems for same, similar, or related incidents and issues, etc. 


The PSA's primary responsibility is to resolve customer tickets in compliance with established service level agreements and in accordance with established Ticket Management procedures. Tickets may be researched through the product GUI, through back end queries, and by investigating application configuration. Reference may be made to all available documentation, as well as to searches within the relevant ticket or issue systems. As tickets are worked the PSA's provide appropriate response to the client, escalating to the next level if and when a ticket is beyond their capabilities due to knowledge or conflicting priorities.  As tickets are resolved, the PSA's provide meaningful resolution for future reference.

Key deliverables/main tasks:

  • Works to resolve assigned tickets
  • Politely interacts directly with end users
  • Documents ticket resolution for future reference
  • Searches available documentation to resolve tickets
  • Investigates application and system configuration
  • Performs simple database queries to research issues
  • Escalates tickets to the appropriate team lead
  • Conforms to the daily, weekly and monthly reporting requirements

Professional/Education Skills:

  • Bachelor of Computer Science or equivalent experience;
  • Preferred knowledge of the telecom interconnect business and/or knowledge of SQL
  • 2+ years experience performing end user support preferred
  • Strong written and verbal communication skills
  • Strong telephone and interpersonal contact skills required
  • Comfortable using Windows applications including Word, Excel, and PowerPoint