Business Analyst

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.

• 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.

• 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.

• for professional and easy-to-understand customer responses.
• Ability to translate customer language into structured

requirements

and development-ready tasks.

• and development-ready tasks.
• Good prioritization, ownership, follow-up, and cross-functional coordination skills.
• Comfort working from the Noida office and in rotational shifts.

. 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, workf