Job description
About the Role
We are looking for a Business Analyst who will function as the second-level support and troubleshooting owner for customer-reported issues across Web. Bee’s e-commerce integration products. The person will investigate tickets, reproduce and analyze issues, distinguish product defects from configuration or usage-related concerns, respond to customers through Zoho Desk, and prepare clear, development-ready tasks in Zoho Projects when engineering intervention is required.
This is not a live-chat support role. It is an analytical, customer-facing operations role requiring sound technical understanding, structured problem-solving, testing ability, and strong coordination with Support, QA, Product, and Development teams.
Key Responsibilities
- Review and take ownership of customer tickets escalated for deeper functional or technical analysis.
- Understand the customer’s workflow, expected behavior, actual behavior, business impact, and urgency before deciding the next action.
- Reproduce reported issues using available logs, test accounts, configurations, order data, API responses, screenshots, and product documentation.
- Identify whether an issue is caused by product configuration, incorrect usage, data inconsistency, third-party platform behavior, integration limitations, or a genuine software defect.
- Reply directly to customers in Zoho Desk with clear findings, troubleshooting steps, resolutions, workarounds, or status updates.
- Escalate genuine bugs, enhancements, and engineering-dependent issues to the appropriate development team.
- Create and refine actionable tasks in Zoho Projects with complete context, reproduction steps, expected and actual results, evidence, severity, acceptance criteria, dependencies, and customer impact.
- Coordinate with developers and QA until the issue is clarified, fixed, tested, documented, and communicated back to the customer.
- Perform functional, regression, and integration testing for fixes and minor product changes when required.
- Validate API and data flows between e-commerce platforms, marketplaces, ERPs, fulfillment systems, and Web. Bee applications.
- Maintain accurate ticket and task statuses, internal notes, root-cause information, and customer communication history.• Identify recurring support issues and recommend improvements to product behavior, documentation, alerts, workflows, or internal processes.
- Participate in rotational shifts, with the assigned shift generally changing bimonthly.
Requirements
- 2–4 years of experience in business analysis, application support, product support, implementation, technical support, QA, or a similar SaaS role.
- Hands-on understanding of e-commerce integrations and order, inventory, fulfillment, product, customer, payment, or tracking workflows.
- Ability to troubleshoot logically, isolate variables, reproduce issues, and document findings clearly.
- Experience working with a ticketing or customer support platform; experience with Zoho Desk is strongly preferred.
- Experience creating and managing technical or development tasks; familiarity with Zoho Projects is preferred.
- Working knowledge of software testing concepts, including functional testing, regression testing, test scenarios, expected results, and defect validation.
- Basic understanding of APIs, JSON, webhooks, authentication, request/response behavior, logs, databases, and system-to-system data flows.
- Strong written communication skills for professional and easy-to-understand customer responses.
- Ability to translate customer language into structured requirements and development-ready tasks.
- Good prioritization, ownership, follow-up, and cross-functional coordination skills.
- Comfort working from the Noida office and in rotational shifts.