👥 Company Name: Softude (Digital Transformation & Product Engineering Company)
✨ Job Position: Customer Support – Business Analyst (L2 Support)
🗓️ Experience: 3–6 Years
💡 Location: Indore, Madhya Pradesh (On-site)
💰 CTC: ₹ Competitive salary based on experience, domain expertise (Banking / Fintech / SaaS / Healthcare), and interview performance. Compensation aligned with mid-to-senior Business Analyst roles in India’s IT services and product ecosystem.
📅 Availability: Immediate / Short Notice Preferred
🔍 Essential Skillset & Responsibilities:
💫 L2 Customer Support & Business Analysis Ownership.
As a Customer Support – Business Analyst at Softude, you will play a critical role in bridging customer issues with business and technical solutions. You will handle L2 support tickets, manage escalations, and ensure timely resolution while maintaining high customer satisfaction across enterprise products and platforms.
💫 Root Cause Analysis (RCA) & Issue Resolution
You will perform detailed root cause analysis for recurring customer and system issues, identify gaps in processes or functionality, and work closely with engineering and QA teams to implement long-term fixes and preventive solutions.
💫 Cross-Functional Collaboration
This role requires strong collaboration with Product Management, Engineering, QA, and Customer Support teams to translate customer-reported technical issues into clear business requirements, enhancements, or defect resolutions.
💫 Business Requirement & Insight Translation
You will analyze technical issues, logs, and customer feedback to convert them into actionable business insights, user stories, and functional documentation that support product improvement and operational excellence.
💫 Ticketing Tools & Support Platforms Expertise
Hands-on experience with Jira, ServiceNow, Zendesk, or similar ticketing systems is essential. You will track issues end-to-end, ensure SLA adherence, and maintain clear documentation and communication with stakeholders.
💫 Domain-Focused Problem Solving
Candidates with exposure to Banking, Fintech, Healthcare, or SaaS domains will have a strong advantage, as the role involves understanding regulated environments, customer workflows, and data-driven decision-making.
🔍 Preferred Skills & Qualifications:
💫 3–6 years of experience as a Business Analyst, L2 Support Analyst, or Customer Support Analyst
💫 Strong experience handling L2 support tickets and customer escalations
💫 Proven expertise in Root Cause Analysis (RCA) and problem-solving
💫 Hands-on experience with Jira / ServiceNow / Zendesk
💫 Strong communication skills to translate technical issues into business language
💫 Bachelor’s or Postgraduate degree in relevant field
💫 Experience in Banking / Fintech / Healthcare / SaaS domains is a strong plus
💫 Ability to work in fast-paced, customer-facing, on-site environments
🏢 About Softude:
Softude is a global digital transformation and product engineering company delivering innovative technology solutions across industries such as Banking, Fintech, Healthcare, SaaS, Manufacturing, and Retail. Known for its customer-centric approach, Softude combines deep domain expertise with modern technologies to help organizations scale efficiently and deliver impactful digital experiences.
At Softude, professionals gain exposure to enterprise-scale systems, customer-facing platforms, and cross-functional collaboration with global clients. The company fosters a culture of learning, innovation, and ownership, making it an ideal environment for Business Analysts looking to grow their careers in customer support, product analysis, and digital transformation.
📧 How to Apply:
Interested candidates can share their updated CV at: career@softude.com
📌 Please mention your total experience, relevant domain experience, current CTC, expected CTC, and notice period.
❓ FAQ Schema:
Q1. What experience is required for this Business Analyst role at Softude?
Candidates with 3 to 6 years of experience in Business Analysis or L2 Customer Support are eligible.
Q2. Is this a purely support role or a business analyst role?
This is a hybrid role involving L2 support, root cause analysis, and business analysis responsibilities.
Q3. Which domains are preferred for this role?
Banking, Fintech, Healthcare, and SaaS domain experience is preferred.
Q4. What tools are required for this role?
Hands-on experience with Jira, ServiceNow, Zendesk, or similar ticketing tools is required.
Q5. Is this role remote or on-site?
This is an on-site role based in Indore, Madhya Pradesh.
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