REF97643C_2026233727 - Platform Support Analyst - 1 to 5 years - Pune Weikf at WNS Global Services

Pune City, maharashtra, India -

Full Time

Start Date

Immediate

Expiry Date

22 Jun, 26

Salary

0.0

Posted On

24 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Platform Support, Ticket Resolution, Troubleshooting, Escalations, Enterprise Admin, Billing, Account Operations, JIRA, Root Cause Analysis, SLA Management, Customer Escalation Handling, KB Article Creation, SOP Improvement, Prioritization, Technical Support, SaaS

Industry

Business Consulting and Services

Description

Company Description WNS (Holdings) Limited (NYSE: WNS), is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries. We enable businesses in Travel, Insurance, Banking and Financial Services, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Healthcare, and Utilities to re-imagine their digital future and transform their outcomes with operational excellence.We deliver an entire spectrum of BPM services in finance and accounting, procurement, customer interaction services and human resources leveraging collaborative models that are tailored to address the unique business challenges of each client. We co-create and execute the future vision of 400+ clients with the help of our 44,000+ employees. Job Description Senior Platform Support Analyst Experience : 1-4 yrs. Role Summary Advanced platform support role for complex ticket resolution, in-depth troubleshooting, and handling escalations across product, labs, enterprise admin, and billing/account operations. Requires strong understanding of escalation vs. resolution, coaching juniors, and maintaining excellent customer experience in a 24×7 environment. Key Responsibilities Own complex/escalated cases across email, live chat, and queues Troubleshoot advanced access, account setup, enterprise roles, team hierarchy, content availability, onboarding Analyze history, impact, configuration, and dashboards to identify root cause and resolution path[CC1] Create/link/track JIRA issues for product defects Coordinate labs, mobile app, account disputes, refunds, content issues, sales handoffs, enterprise support Collaborate with product/engineering/lab/content/CS/sales for timely resolution Apply priority judgment by business impact, customer type, severity Handle subscription modifications, coupon flows, account workflows as per policy Review ticket quality; mentor juniors on categorization, comms, troubleshooting Create/maintain KB articles, macros, SOP improvements for recurring problems[CC2] Identify trends and suggest improvements, training, automation Participate in queue reviews, backlog reduction, SLA recovery, and quality initiatives Drive urgent communication and escalate to L2/engineering/specialists as needed Required Qualifications Bachelor’s degree in Computer Engineering or equivalent. 3–5 years in platform/SaaS/application/e-learning/technical support Strong hands-on with ticketing systems and structured escalations Understanding of SLA-driven operations and cross-functional resolution Strong English Written & Verbal communication. Customer escalation handling and sensitive billing cases Clear written communication and stakeholder coordination Operate independently on ambiguous issues and route correctly KB/SOP/macro usage and dashboard-driven operations Prioritization by severity/impact and service recovery Awareness of automation in support ops [CC1]Not a must have [CC2]Not a must have Qualifications Bachelors Degree

Responsibilities

This role involves advanced platform support, focusing on complex ticket resolution, in-depth troubleshooting, and handling escalations across various operational areas like product, labs, and billing in a 24x7 environment. Key duties include owning escalated cases, analyzing data for root cause identification, coordinating with multiple internal teams, and mentoring junior staff.