Customer Support Analyst - Technical

THIS JOB IS FOR YOU IF YOU:

• Are currently a Customer Support Specialist or Post-Implementation Consultant for ERP systems or another similar B2B software application.
• Have an intellectual curiosity to pursue the unknown, to continuously improve, and ambition to grow in a fast-paced environment

ROLES & RESPONSIBILITIES:

• Triage support requests in the appropriate Request tracking systems - Jira, JSD
• Provide functional application support for eCommerce, Acumatica (ERP), and integration / Connector products by working directly with clients to gather replication details.
• Deliver exceptional Client service by being responsive and professional in all interactions with clients and coworkers. Perform all steps relevant to validate the client request and correctly identify the severity of the request.
• Apply Linux/Windows Administration skills to perform maintenance tasks as defined in Kensium’s managed services agreements. (10%)
• Conduct system maintenance tasks for managed services clients and prepare analysis report on a regular interval.
• Review and understand Client contracts as they relate to the signed SLA’s that should be followed to respond to and work support Requests.
• Assist clients with the installation and configuration of Kensium products as directed by product owners.
• Ensure that proper processes are being adhered to and be able to report to the team lead and operations manager when improvements need to be made.
• Evaluate the impact of the request on the Client, then be able to prioritize the importance
• Create and maintain good relations with Clients to ensure a high level of Client satisfaction.
• Analyze and troubleshoot requests before escalating to the Level 2 Support team with the relevant details.
• Own Support Requests until closure and ensure that Clients are receiving regular status updates.
• Work with management to document and provide content for a knowledge base for easier reference on future Requests for all team members.
• Act as Project Manager for support projects, coordinate with stakeholders, track progress, and ensure SLA compliance.
• Any other responsibilities may be assigned from time to time and you should have the willingness to accept and excel at new responsibilities, but also push back if the new responsibilities will take too much away from your core ones.

EXPERIENCE AND SKILLS:

Minimum:

• Linux/Windows Administration (desired for 10% or work)
• Practical and hands-on knowledge of eCommerce and ERP applications.
• Good experience in any well-known Ticket Management tool
• Ability to communicate well with peers, cross-functional groups, and international customers (excellent spoken and written English language skills), articulate and succinct
• Receives ideas, information, and direction (both oral and written) positively. Seeks to clarify and confirm understanding if any instructions or terms are unfamiliar or vague.
• Strong analytical and problem-solving skills
• Ability to think like a customer (see not their own, but the user’s perspective)
• Brave in doing the right thing the right way, as opposed to just sticking to the right way, following orders, or following processes at all costs
• Ability to quickly identify challenges and bubble them up all the way to the top management (when necessary) and provides solutions as opposed to problems
• Outstanding interpersonal and organizational skills
• Multi-tasking in a fast-paced environment - Proficient in Software skills, including MS Office
• Graduate/Postgraduate (BCA/B Tech/MCA)
• 3-5 Years of experience as CSR in any Voice/Non-Voice Process, from an eCommerce/ERP background
• Zeal to learn and acquire skills
• Flexible to rotational shifts

Preferred:

• Experience testing or providing support capabilities within the eCommerce and ERP fields

WHAT’S IN IT FOR YOU?

Professional Growth & Impact:

• Strategic Contribution: Take a key role in managing support projects end-to-end by coordinating with customers, internal teams, and stakeholders. Your work ensures smooth delivery, accurate ticket updates, and improved customer satisfaction.
• Career Advancement: Gain clear pathways to grow into roles such as Senior Support Analyst, Support Lead, Project Coordinator, Project Manager, or Client Success Lead as you master project delivery and communication skills.
• Continuous Learning: Access opportunities for ongoing training on Jira, project management practices, eCommerce/ERP platforms, and communication excellence. Receive mentorship from senior engineers, leads, and managers to build leadership capabilities.

Work Environment & Culture:

• Collaborative Team: Work alongside experienced support analysts, PMs, QA, developers, and DevOps engineers in a team-oriented environment that encourages knowledge sharing and continuous improvement.
• Autonomy & Ownership: Own your assigned projects and customer accounts—taking full responsibility for ticket updates, SLA tracking, customer communication, and timely escalations.
• Customer-Centric Mindset: Build long-term relationships with clients and develop the confidence to independently lead customer calls, status reviews, and reporting discussions.
• Recognition & Visibility: Your project coordination work places you in direct visibility with management, giving you opportunities to showcase your leadership and reliability.

Employee Benefits:

• Competitive Compensation: Attractive salary package, annual reviews, and performance-linked bonus.
• Health & Wellness: Comprehensive medical insurance, health programs.
• Paid Time Off: Generous vacation policy, sick leave, and observed holidays.
• Retirement: PF and Gratuity as per company standards.
• Employee Engagement: Recognition programs, participation in IT and company team activities, collaborative work culture.

Submit your cover letter and resume to [email protected]