Ref97643c_2026233727 - Platform Support Analyst - 1 To 5 Years - Pune Weikfield Wfo
WNS Global Services (Australia) Pty Ltd
Pune, India
On-site
Complex ticket resolution
In-depth troubleshooting
Handling escalations
WNS Global Services is seeking a Platform Support Analyst with 1-5 years of experience for its Pune location. The role focuses on advanced platform support, complex ticket resolution, and customer experience within a 24/7 environment
Job Summary
Own complex/escalated cases across email, live chat, and queues, troubleshooting advanced access, account setup, enterprise roles, and content availability.
Collaborate with product, engineering, lab, content, CS, and sales teams for timely resolution, applying priority judgment by business impact and customer type.
Create/maintain KB articles, macros, and SOP improvements for recurring problems, identifying trends and suggesting improvements, training, or automation.
Matching Summary
Match Score: 85
WNS Global Services is seeking a Platform Support Analyst with 1-5 years of experience for its Pune location. The role focuses on advanced platform support, complex ticket resolution, and customer experience within a 24/7 environment.
Skills & Requirements
Must-have
complex ticket resolution
in-depth troubleshooting
handling escalations
ticketing systems
SLA-driven operations
English Written & Verbal communication
Nice-to-have
coaching juniors
excellent customer experience
automation in support ops
stakeholder coordination
Key Requirements
1-4 yrs experience
Bachelor's degree in Computer Engineering or equivalent
3-5 years in platform/SaaS/application/e-learning/technical support