About
the Role
AuditorsDesk
is looking for a Business Analyst – Enterprise Success & Product Support to work as a coordination link between customers, the support team, business
team, and the in-house IT/product team.
The
person will help ensure that customer issues are properly understood, ticket
closures are reviewed for quality, product feedback is captured clearly, and
important implementation matters are followed through.
This
role is suitable for someone with an audit, accounting, consulting, business
operations, customer success, or product support background who wants to work
in a SaaS product environment.
Key
Responsibilities / Primary KPIs
1.
Improving ticket closure quality
The
role will help review whether important customer tickets, especially
bug-related or repeated issues, have been closed properly from the user’s point
of view.
The
person will not be expected to technically resolve tickets. The focus will be
on checking whether the issue was understood correctly, whether the response
was clear, and whether the user is satisfied with the outcome.
2.
Separating bugs from enhancement requests
Customer
feedback often comes in an unstructured manner. This role will help convert
business pain points, support inputs, and customer suggestions into clear notes
for the product and IT teams.
The
person should be able to identify whether an issue is a bug, a training gap, a
configuration matter, or a genuine product enhancement request.
3.
Reducing senior team involvement in routine coordination
High-value
customers often require structured follow-up and handholding. This role will
help absorb part of that coordination effort by tracking open matters,
following up with internal teams, and ensuring that updates are not missed.
The
objective is to reduce avoidable involvement of founders and senior team
members in day-to-day follow-ups.
4.
Identifying repeated issues and improvement areas
The
person will help track recurring support issues and repeated customer queries.
These patterns can then be converted into improvement areas for the product,
training material, user communication, automation, reports, or audit workflow
design.
The
objective is to reduce repeat issues over time instead of treating every issue
in isolation.
5.
Supporting selected client implementations
As
the person builds product understanding, they will gradually support selected
implementation initiatives, especially for high-value or complex customers.
This
may include coordinating onboarding, tracking open issues, assisting in
training coordination, preparing implementation notes, and joining client-site
visits where required.
Required
Skills and Experience
- 1–4 years of
experience in audit, accounting, consulting, business operations, customer
success, implementation, or product support
- Good written and
verbal communication skills
- Strong follow-up and
documentation discipline
- Ability to coordinate
between customer-facing teams and technical teams
- Basic understanding of
audit, accounting, or enterprise business processes
- Comfort with tools
such as Zoho ticketing system, Excel / Google Sheets, and other software
platforms
Good
to Have
- Exposure to audit
software, workflow tools, SaaS products, or enterprise applications
- Experience in user
training, software implementation, UAT, bug tracking, or release
coordination
- Prior experience
working with internal IT or product teams
Who
This Role Is Best Suited For
This
role is best suited for someone who is organized, dependable, and comfortable
working with different teams. The person should be able to understand customer
issues, ask the right questions, document matters clearly, and follow up
patiently until there is proper closure.
It
is also a good opportunity for candidates from audit, accounting, consulting,
or business operations backgrounds who want to move into a SaaS product and
customer success role.
Interested
Candidates
Candidates
interested in this role may share their profiles with the HR team at:
Email: [email protected]
Phone / WhatsApp: +91-7807008830
Requirements
- 1–4 years of
experience in audit, accounting, consulting, business operations, customer
success, implementation, or product support
- Good written and
verbal communication skills
- Strong follow-up and
documentation discipline
- Ability to coordinate
between customer-facing teams and technical teams
- Basic understanding of
audit, accounting, or enterprise business processes
- Comfort with tools
such as Zoho ticketing system, Excel / Google Sheets, and other software
platforms
Good
to Have
- Exposure to audit
software, workflow tools, SaaS products, or enterprise applications
- Experience in user
training, software implementation, UAT, bug tracking, or release
coordination
- Prior experience
working with internal IT or product teams
