The Role
Own escalated customer issues for e-commerce integration products by investigating tickets, reproducing problems, analyzing logs and data flows, and distinguishing configuration issues from software defects. Communicate findings and resolutions through Zoho Desk, create development-ready tasks in Zoho Projects, coordinate with Product, QA, Support, and Development, test fixes, validate APIs and integrations, document root causes, and recommend improvements. The role requires rotational shifts from the Noida office.
Summary Generated by Built In
About the Role
We are looking for a Business Analyst who will function as the second-level support and troubleshooting owner for customer-reported issues across WebBee’s e-commerce integration products. The person will investigate tickets, reproduce and analyze issues, distinguish product defects from configuration or usage-related concerns, respond to customers through Zoho Desk, and prepare clear, development-ready tasks in Zoho Projects when engineering intervention is required.
This is not a live-chat support role. It is an analytical, customer-facing operations role requiring sound technical understanding, structured problem-solving, testing ability, and strong coordination with Support, QA, Product, and Development teams.
Key Responsibilities
• Review and take ownership of customer tickets escalated for deeper functional or technical analysis.
• Understand the customer’s workflow, expected behavior, actual behavior, business impact, and urgency before deciding the next action.
• Reproduce reported issues using available logs, test accounts, configurations, order data, API responses, screenshots, and product documentation.
• Identify whether an issue is caused by product configuration, incorrect usage, data inconsistency, third-party platform behavior, integration limitations, or a genuine software defect.
• Reply directly to customers in Zoho Desk with clear findings, troubleshooting steps, resolutions, workarounds, or status updates.
• Escalate genuine bugs, enhancements, and engineering-dependent issues to the appropriate development team.
• Create and refine actionable tasks in Zoho Projects with complete context, reproduction steps, expected and actual results, evidence, severity, acceptance criteria, dependencies, and customer impact.
• Coordinate with developers and QA until the issue is clarified, fixed, tested, documented, and communicated back to the customer.
• Perform functional, regression, and integration testing for fixes and minor product changes when required.
• Validate API and data flows between e-commerce platforms, marketplaces, ERPs, fulfillment systems, and WebBee applications.
• Maintain accurate ticket and task statuses, internal notes, root-cause information, and customer communication history.• Identify recurring support issues and recommend improvements to product behavior, documentation, alerts, workflows, or internal processes.
• Participate in rotational shifts, with the assigned shift generally changing bimonthly.
Requirements
• 2–4 years of experience in business analysis, application support, product support, implementation, technical support, QA, or a similar SaaS role.
• Hands-on understanding of e-commerce integrations and order, inventory, fulfillment, product, customer, payment, or tracking workflows.
• Ability to troubleshoot logically, isolate variables, reproduce issues, and document findings clearly.
• Experience working with a ticketing or customer support platform; experience with Zoho Desk is strongly preferred.
• Experience creating and managing technical or development tasks; familiarity with Zoho Projects is preferred.
• Working knowledge of software testing concepts, including functional testing, regression testing, test scenarios, expected results, and defect validation.
• Basic understanding of APIs, JSON, webhooks, authentication, request/response behavior, logs, databases, and system-to-system data flows.
• Strong written communication skills for professional and easy-to-understand customer responses.
• Ability to translate customer language into structured requirements and development-ready tasks.
• Good prioritization, ownership, follow-up, and cross-functional coordination skills.
• Comfort working from the Noida office and in rotational shifts.
Skills Required
- 2-4 years of experience in business analysis, application support, product support, implementation, technical support, QA, or a similar SaaS role
- Hands-on understanding of e-commerce integrations and order, inventory, fulfillment, product, customer, payment, or tracking workflows
- Ability to troubleshoot logically, isolate variables, reproduce issues, and document findings clearly
- Experience working with a ticketing or customer support platform
- Experience with Zoho Desk
- Experience creating and managing technical or development tasks
- Familiarity with Zoho Projects
- Working knowledge of software testing concepts, including functional testing, regression testing, test scenarios, expected results, and defect validation
- Basic understanding of APIs, JSON, webhooks, authentication, request/response behavior, logs, databases, and system-to-system data flows
- Strong written communication skills for professional and easy-to-understand customer responses
- Ability to translate customer language into structured requirements and development-ready tasks
- Good prioritization, ownership, follow-up, and cross-functional coordination skills
- Comfort working from the Noida office and in rotational shifts
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The Company
What We Do
WebBee Global is a SaaS-based e-commerce integration and ERP solutions provider. Its software connects online sales channels and marketplaces with fulfillment networks such as Amazon MCF and 3PLs, automating order management, inventory synchronization, fulfillment, and shipping updates. The company also supports NetSuite ERP integrations with major commerce platforms, helping B2B and B2C brands build connected, scalable, and efficient multichannel e-commerce operations.
