Product Analyst - Tech Support

### About InCred: InCred was founded by Bhupinder Singh in 2016. InCred is credit for Incredible India. We use technology and data-science to make lending quick, simple and hassle-free. We believe traditional ways of lending can exclude those most in need because of outdated, rigid and often inefficient processes. At InCred, we have simplified the lending process with a sharp focus on serving our borrowers’ unique needs and circumstances – offering our customers a truly superior borrowing experience. Since its founding InCred has raised over $250 Million till date in funding from marquee investors such as Dutch development finance institution FMO, US-based asset manager Moore Capital, India, and Latin America-focused PE fund Elevar, and Alpha Capital, and lent more than $1 Billion in loans to individual borrowers, institutions, small and medium businesses till date. **Our Vision:** To create a trustworthy, transparent, and highest integrity financial institution that positively advances the socio-economic well-being of lower middle class to middle-class Indian households while protecting the interests of all stakeholders **Job Title: Product Analyst - Tech Support** Job Overview: This role will play a pivotal role in bridging the gap between tech support and product development. You will be responsible for managing and handling tech support tickets, analyzing customer feedback, and identifying key insights to drive product improvements. This strategic role will focus on solving day to day tech support tickets and using support data to influence the product roadmap, prioritize features, and enhance the overall user experience. Key Responsibilities: - Tech Support Management: Handle incoming tech support tickets and categorize them to identify trend and most frequent issues - Issue & Trend Analysis: Analyze ticket data to identify patterns, trends, product gaps and root causes of recurring issues. - Identify Product Gaps: Pinpoint frequent issues, missing features, or training needs that are impacting users, and ensure these are communicated effectively for resolution. - Self-Service Solutions: Identify opportunities for self-service solutions, such as knowledge base articles, FAQs, and automated systems, to address common issues and reduce ticket volume. - Backlog Management: Collaborate with other Product Managers to create a product backlog based on identified issues, prioritizing features, fixes, and enhancements to improve usability. - Training & Documentation: Identify training gaps for both the support team and sales teams. Develop and execute training plans. - Customer & Stakeholder Interaction: Engage in regular sessions with internal teams, external stakeholders, and customers to gather feedback, understand pain points, and continuously improve the product. **Key metrics to drive:** - Reduce the number of tickets created on the tech support - Improve the first response and resolution times - Reduce number of tickets being escalated to engineering **Skills & Qualifications:** An ideal candidate would have: - **Graduate with 0-2 years of experience in a business/ product analyst role (Fintech experience would be an added advantage)** - Working knowledge of SQL & Excel - Good analytical skills - Basic knowledge of APIs - Structured thinking & problem solving - Strong communication (both verbal & written) & management skills - Intellectual curiosity and learning drive to create continuous improvement **Hiring Process:** 3 rounds of interview **Location** - Bangalore **Compensation Range** - 9 Lpa(fixed) + 1Lac(Variable)