Product Analyst- Client Support

Company Description

We are a leading ERP software and solutions provider to dealers and rental companies of heavy equipment. We specialize in working with the construction, mining, forestry, material handling, and agriculture industries. We aim to be the ERP thought leader in our space and a trusted IT advisor to all dealers and rental companies. Today, we have over 750 employees, offices on four continents, and customers in over 20 countries. We are privately held, and our headquarters are in beautiful Cary, NC. We are actively seeking talented individuals to join our team and help us aggressively grow our North American footprint for both our on-premises and 100% cloud-based ERP solutions.

Position Overview

The Product Analyst - Client Support position will be responsible for delivering the functional, product level support for our world class ERP and other business applications. This role will be a part of a team at our India Operations and will be responsible for ensuring that our customers who log support tickets receive nothing but the most positive of experiences while troubleshooting their questions. This role will perform as a resource for Client Support and aid in overall success of the support team. It will also follow our standard processes around providing support and delivering to defined Key Performance Indicators (KPIs).

Responsibilities

• Takes ownership of and provides resolution to application support incidents reported by the customers.

• Ensures that our customers receive excellent and consistent customer service.

• Prioritizes support incidents and conducts system troubleshooting in a timely manner.

• Ensures that the support cases are handled in accordance with service level agreements and business requirements.

• Partners with internal global product and technology team members to understand/seek resolutions – to customer issues and provide feedback to them based on support cases.

• Continuously learns application features and functionality to deliver the most appropriate/relevant resolutions to customer issues.

• Maintains composure while working with customers and team members to resolve escalated issues and takes appropriate action to prevent recurrence.

• Works in relevant support shifts as scheduled by Support Manager.

• Works independently and as part of a team when required.

• Assist Customer Support team members with questions and/or clarifications regarding processes, customer feedback and issue resolution.

• Serve as contact for key customer accounts when needed.

• Monitoring of Support queues to ensure timely resolution of customer reported issues.

Key Requirements

Education

·      Bachelor’s degree in a relevant field – An Engineering Degree Preferred or in Finance/Accounting stream

·      Master’s in business administration – Operations/Supply chain or Finance.

·      At least 3 years of experience in a software product Development or Support role

Operations

Finance

·      Knowledge of any Support ticketing systems like Salesforce or ServiceNow or JIRA.

Skills

·      Good written and verbal communication skills.

·      Effective team player and ability to work as part of a global team

·      Strong interpersonal skills, ability to work with multiple teams and deliver results to the client.

Others

a.    Willing to work on Shifts on rotation basic. This team does 24*7 operations.

b.    Job requires to work on Indian Holidays

c.    Willing to relocate to office location

d.    The position requires the candidate to Work from Office