Experience
4 - 9 yrs
Job Location
Noida, India
Vacancy
1
Designation
Application Support Analyst
Job Type
Not specified
Job Description
About RateGain
RateGain Travel Technologies Limited is a global provider of AI-powered SaaS solutions for travel and hospitality that works with 3,200+ customers and 700+ partners in 100+ countries helping them accelerate revenue generation through acquisition, retention, and wallet share expansion.
RateGain today is one of the worlds largest processors of electronic transactions, price points, and travel intent data helping revenue management, distribution and marketing teams across hotels, airlines, meta-search companies,
package providers, car rentals, travel management companies, cruises and ferries drive better outcomes for their business.
How your day will look like / Job Responsibilities
- Manage enterprise customers and act as the primary point of contact for critical support escalations, ensuring high service quality and customer satisfaction.
- Take ownership of complex support tickets and ensure SLAs, CSAT, response time, and resolution targets are consistently achieved.
- Collaborate with cross-functional teams, including Engineering, Product, Integrations, and Operations, to drive timely issue resolution and continuous service improvements.
- Act as a customer advocate by providing proactive communication, performing root cause analysis, and driving long-term resolutions for recurring issues.
- Utilize SQL to analyze data, troubleshoot application issues, validate system behavior, and support effective incident resolution.
- Work in Linux/Unix environments to investigate logs, perform system-level troubleshooting, and assist in resolving production issues.
- Monitor application health, identify trends, and proactively recommend preventive measures to improve platform stability and customer experience.
- Participate in a 247 rotational support environment, ensuring timely response to critical incidents and maintaining high service availability.
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
- 24 years of experience in Technical Support, Application Support, Production Support, or Enterprise Customer Support.
- Strong understanding of SQL and database concepts.
- Hands-on experience working with Linux/Unix operating systems.
- Good understanding of incident management, ticketing tools, and SLA-driven support environments.
- Strong troubleshooting and analytical skills with the ability to resolve complex technical issues.
- Excellent communication and stakeholder management skills.
- Ability to perform root cause analysis and drive permanent fixes.
- Customer-focused mindset with the ability to work effectively in cross-functional teams.
- Willingness to work in a 247 rotational support model.
Equal Opportunity Employer:
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