Product Support Analyst

Cedar Gate Services

Cedar Gate Services Pvt. Ltd (Formerly Deerwalk Services Pvt. Ltd)  is a leading software company in Kathmandu, Nepal, providing software development, software testing, data analytics, IT infrastructure and business process support services to its parent company in the United States. For more information, visit:

Job Information

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    Duty Station Kathmandu
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    Type of Appointment Full time
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    No. of Openings 8 openings
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    Salary Negotiable / Monthly
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    Job Level : Mid-Level
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    Job Experience : 1+ Years
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    Job Category IT and ICT Engineering
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    Job Qualification : Bachelor
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    Posted Date : Jan 26, 2022

Job Description

Cedar Gate Services is looking for highly motivated, hands-on Product Support Analysts to provide front- line end-user support and triage product and data issues by developing and maintaining a strong customer perception of support and product quality.


  • Triage and respond to incoming client support requests
  • Coordinate with Product and Data Management teams on issues that require resolution, and communicate updates to clients
  • Support the Account Management team by tracking, escalating, and resolving both general and client-specific issues
  • Develop action plans around incoming client inquiries, responding to client requests, and escalating issues
  • Own, track, report and manage support SLAs and ensure delivery against requirements and company goals
  • Provide analytics on the client tickets with regards to SLA and KPI’s

Required Qualification & Experience

  • Bachelor’s degree in any field
  • Excellent English communication skill, both oral and verbal
  • Experience of technical support in an SAAS environment a plus
  • Experience in healthcare data related environments a plus
  • Data analytics and SQL experience a plus
  • Experience with Salesforce a plus
  • Flexibility to work odd hours (Morning, Evening, Night, Weekend)

How to Apply

  • Email your application and resume to by Feb 10, 2022.
  • Mention PSA  in the email subject.

Only shortlisted candidates will be contacted for interviews. Cedar Gate Services is an equal opportunity employer and believes in creating a diverse workplace.