Product Support Analyst

Bengalore, India
Product Management



Refyne is India’s first & largest Earned Wage Access (EWA) platform. We partner with organizations to enable their employees to retrieve their earned but unpaid salaries whenever they need them. Quite simply, we’re reducing the month-long wait to get your salary to mere seconds.

We started Refyne with the mission to empower the Indian workforce to adopt financial wellness and model their lifestyle around it. Attaining real-life financial inclusion lies at the heart of our goal, fuelled by the drive to achieve positive social impact.

We aim to enable people by bringing transparent, accessible & affordable means to finance right in the palm of their hands. We’re not a loan app. Refyne’s app lets users track, spend and save their real-time earned pay anytime, any day, driven purely by their needs. We believe this access is every employee’s right.

Your Responsibilities

  • High energy, proactive and approachable personality who enjoys solving diverse problems.
  • Outstanding communication/presentation skills both written and verbal.
  • Excellent stakeholder management and collaboration skills.
  • Strong analytical and problem-solving skills.
  • Proficiency in SQL, Excel, and reporting tools.
  • Ability to understand software development terminology and concepts.
  • Ability to multi-task and work on separate issues in a fast-paced & dynamic company environment.
  • Strong understanding of features and technology that impact customer experience.
  • User and data-focused mentality.

Required Skills and Experience

Manage and enable product support

  • Analyze, track, and resolve support queries in a prompt manner to ensure the highest level of user satisfaction.
  • Keeps the stakeholders informed and documents the periodic status in the ticket/case until resolution.
  • Monitors escalated incidents, ensuring accurate and timely communication between end-users, development, quality/test, and leadership team.
  • Document problem resolution steps, compile, and update user documentation, including but not limited to training materials, technical manuals, and technical support FAQs.

Shape up the documentation and feedback collection

  • Aid in the creation and maintenance of standard operating procedures, workflow diagrams, and training materials.
  • Collect and analyze the user feedback and provide actionable insights.
  • Streamline product documentation and ensure they are clear, concise, and are findable, and accessible for all the internal stakeholders.
  • Creating engaging reports for internal and external stakeholders.

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