Business Analyst
On-siteNoida, Uttar Pradesh, India
Job Summary
Review and take ownership of escalated customer tickets across WebBee's e-commerce integration products, investigating issues by reproducing them with logs, test accounts, and API responses. Distinguish between product defects, configuration errors, and usage concerns before replying to customers in Zoho Desk with clear findings, troubleshooting steps, or resolutions. Create actionable tasks in Zoho Projects for engineering teams, coordinating with QA and developers to validate fixes and document root causes. Perform functional, regression, and integration testing for minor product changes while identifying recurring issues to recommend improvements. Participate in rotational shifts, with the assigned shift generally changing bimonthly.
Required Qualifications
- 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 creating and managing technical or development tasks
- 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
Desired Qualifications
- Experience with Zoho Desk
- Experience with Zoho Projects
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