1213 Product Support Jobs - Page 21

Company Overview With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we're only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieveRead on. Here, we know that you're more than your work. That's why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose "” a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you're passionate about our purpose "” people "”then we can't wait to support whatever gives you purpose. We're united by purpose, inspired by you. In this position, the Associate Manager, Product Support is primarily responsible for a team of Product Support Representatives, who will assist customers with the use and usability of our application, troubleshooting and resolving issues while providing exceptional service. Ideally, this person will have domain knowledge in one or all of the following areasPayroll, Time and Labor/Employee Scheduling, Human Resources, Tax, or Benefits.Primary/ Essential Duties and Key Responsibilities: Manage a team of highly engaged individuals tasked with providing front line Product Support to our UKG Pro customers Provide high level customer satisfaction to the UKG Pro and WFM customer base to ensure current and future customer satisfaction by instilling confidence in UKG's corporate service organization Guide daily operations for the UKG Pro and WFM Support Team including analyzing metrics, staffing shifts, meetings, training, etc. Manage and facilitate satisfactory resolutions to customer's service issues by identifying call escalations, reacting with a sense of urgency, formulating appropriate action plans, and utilizing resources effectively Build and maintain trust and while delegating with purpose, working with employees to understand the obstacles and barriers they experience every day. Work with them to identify ways to minimize those barriers and identify/obtain tools Product Support Representatives require for successful job performance Collaborate with a team of managers to drive the success of the organization by helping to ensure that the right resources are allocated to address customer needs Coach for peak performance, hold the team to high standards by having regular conversations to understand their interests, aspirations, and drive career growth. Look for opportunities for your team to expand and grow their skill sets and experiences Offer and implement creative solutions within product support. Collaborate and partner effectively with other UKG departments, especially Product and Engineering departments Measure Product Support Representative productivity by monitoring work in progress, including projects, as well as demonstrating competency in time management Participate in the interview and hiring process Participation in on-call/after hour rotations is required to provide occasional after-hours support"ƒQualification: Overall, 8+ years of work experience, with 3+ years of people management experience Has directly handled frontline customer support teams Has experience coaching and/or developing a customer support or technical support team Open to work in EST time zonesPreferred Qualifications/ Skills: HR, Payroll, Time and Labor and/or HCM domain experience Strong leadership, teamwork, influencing, mentoring, and coaching skills Excellent customer skills and dedication to customer service Strong sense of urgency in the decision-making process when assessing problems/situations Experience with reporting & using data to make decisions Experience with preparing and writing demonstrations, policies, training, and proceduresInterpersonal Skills: Excellent written and verbal communication skills Conflict resolution Excellent customer service skills Ability to handle multiple tasks under stringent timelines Highly motivated and team orientedEducation/Certification/License: Bachelor's degree in Business, Accounting, Commerce, Computer Science or a related field or equivalent work experience will be considered FPC or equivalent industry level certification preferred Where we're going UKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet it's our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow! in the Application and Interview Process UKGCareers@ukg.com

Company Overview With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we're only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieveRead on. Here, we know that you're more than your work. That's why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose "” a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you're passionate about our purpose "” people "”then we can't wait to support whatever gives you purpose. We're united by purpose, inspired by you. About the Role:As a Product Support Representative, you will play a crucial role in resolving client issues in a dynamic environment, utilizing your exceptional analytical and customer service skills. This position involves providing end-user support for the UKG Pro Payroll and Human Resources modules, requiring keen problem-solving abilities and a commitment to quality.Growth and Development Opportunities:At UKG, we prioritize your professional growth and development. Our comprehensive onboarding journey includes a paid intensive training and mentoring program, equipping you with the necessary skills for success. We are committed to your continuous development, offering timely training for product enhancements and supporting your career advancement goals.Primary/Essential Duties and Key Responsibilities: Serve as the first point of contact for our customers, providing support via inbound phone. Expand your knowledge of product offerings, support policies, and delivery methods. Provide empathetic customer service to ensure customer satisfaction. Foster strong relationships with internal partners and communicate effectively across all organizational levels. Utilize your problem-solving skills to resolve complex customer queries. Thrive in a fast-paced, high-volume environment with precision and accuracy. Efficiently leverage various technologies and multiple screens. Participate in internal and external training sessions as required.Qualifications: Proficient in English, with strong verbal and written communication skills. Ability to multitask and achieve goals in a fast-paced, metrics-driven environment. 5+ years of customer service experience. Experience with US Payroll/Time and Labor/HR is advantageous. Demonstrated technical troubleshooting skills. Ability to set and manage customer expectations effectively. Strong collaboration and time management skills. Experience handling sensitive situations professionally and thoroughly. Highly motivated and team-oriented. Open to working in Eastern time zones.Education, Certification and Additional Qualifications: Bachelor's degree requiredBCom, BA, BSc. Proficient in Microsoft Suite Applications, including Outlook, Teams, Excel, & Word. Inbound phone support experience FPC or CPP Certification in the Payroll/HR industry is a plus. Knowledge of SQL is a plus Where we're going UKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet it's our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow! in the Application and Interview Process UKGCareers@ukg.com

Company Overview With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we're only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieveRead on. Here, we know that you're more than your work. That's why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose "” a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you're passionate about our purpose "” people "”then we can't wait to support whatever gives you purpose. We're united by purpose, inspired by you. As a Product Support Representative, you will play a crucial role in resolving client issues in a dynamic environment, utilizing your exceptional analytical and customer service skills. This position involves providing end-user support for the UKG Pro Payroll and Human Resources modules, requiring keen problem-solving abilities and a commitment to quality.Growth and Development Opportunities:At UKG, we prioritize your professional growth and development. Our comprehensive onboarding journey includes a paid intensive training and mentoring program, equipping you with the necessary skills for success. We are committed to your continuous development, offering timely training for product enhancements and supporting your career advancement goals.Primary/Essential Duties and Key Responsibilities: Serve as the first point of contact for our customers, providing support via inbound phone. Expand your knowledge of product offerings, support policies, and delivery methods. Provide empathetic customer service to ensure customer satisfaction. Foster strong relationships with internal partners and communicate effectively across all organizational levels. Utilize your problem-solving skills to resolve complex customer queries. Thrive in a fast-paced, high-volume environment with precision and accuracy. Efficiently leverage various technologies and multiple screens. Participate in internal and external training sessions as required.Qualifications: Proficient in English, with strong verbal and written communication skills. Ability to multitask and achieve goals in a fast-paced, metrics-driven environment. 3-5 years of customer service experience. Experience with US Payroll/Time and Labor/HR is advantageous. Demonstrated technical troubleshooting skills. Ability to set and manage customer expectations effectively. Strong collaboration and time management skills. Experience handling sensitive situations professionally and thoroughly. Highly motivated and team-oriented. Open to working in Eastern time zones.Education, Certification and Additional Qualifications: Bachelor's degree requiredBCom, BA, BSc. Proficient in Microsoft Suite Applications, including Outlook, Teams, Excel, & Word. Inbound phone support experience FPC or CPP Certification in the Payroll/HR industry is a plus. Knowledge of SQL is a plus Where we're going UKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet it's our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow! in the Application and Interview Process UKGCareers@ukg.com

Company Overview With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we're only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieveRead on. Here, we know that you're more than your work. That's why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose "” a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you're passionate about our purpose "” people "”then we can't wait to support whatever gives you purpose. We're united by purpose, inspired by you. About the Role:In this position, the Associate Manager, Product Support is primarily responsible for a team of Product Support Representatives, who will assist customers with the use and usability of our application, troubleshooting and resolving issues while providing exceptional service. Ideally, this person will have domain knowledge in one or all of the following areasPayroll, Time and Labor/Employee Scheduling, Human Resources, Tax, or Benefits.Primary/ Essential Duties and Key Responsibilities: Manage a team of highly engaged individuals tasked with providing front line Product Support to our UKG Ready, Pro and WFM customers Provide high level customer satisfaction to the UKG Pro and WFM customer base to ensure current and future customer satisfaction by instilling confidence in UKG's corporate service organization Guide daily operations for the UKG Pro and WFM Support Team including analyzing metrics, staffing shifts, meetings, training, etc. Manage and facilitate satisfactory resolutions to customer's service issues by identifying call escalations, reacting with a sense of urgency, formulating appropriate action plans, and utilizing resources effectively Build and maintain trust and while delegating with purpose, working with employees to understand the obstacles and barriers they experience every day. Work with them to identify ways to minimize those barriers and identify/obtain tools Product Support Representatives require for successful job performance Collaborate with a team of managers to drive the success of the organization by helping to ensure that the right resources are allocated to address customer needs Coach for peak performance, hold the team to high standards by having regular conversations to understand their interests, aspirations, and drive career growth. Look for opportunities for your team to expand and grow their skill sets and experiences Offer and implement creative solutions within product support. Collaborate and partner effectively with other UKG departments, especially Product and Engineering departments Measure Product Support Representative productivity by monitoring work in progress, including projects, as well as demonstrating competency in time management Participate in the interview and hiring process Participation in on-call/after hour rotations is required to provide occasional after-hours support"ƒQualification: Overall, 8+ years of work experience, with 3+ years of people management experience Has directly handled frontline customer support teams Has experience coaching and/or developing a customer support or technical support team Open to work in EST time zonesPreferred Qualifications/ Skills: HR, Payroll, Time and Labor and/or HCM domain experience Strong leadership, teamwork, influencing, mentoring, and coaching skills Excellent customer skills and dedication to customer service Strong sense of urgency in the decision-making process when assessing problems/situations Experience with reporting & using data to make decisions Experience with preparing and writing demonstrations, policies, training, and proceduresInterpersonal Skills: Excellent written and verbal communication skills Conflict resolution Excellent customer service skills Ability to handle multiple tasks under stringent timelines Highly motivated and team orientedEducation/Certification/License: Bachelor's degree in Business, Accounting, Commerce, Computer Science or a related field or equivalent work experience will be considered FPC or equivalent industry level certification preferred Where we're going UKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet it's our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow! in the Application and Interview Process UKGCareers@ukg.com

Job Title - Technical Support Engineer Job Description :- We are looking for a Technical Support Engineer with a strong understanding of SaaS platforms and excellent troubleshooting skills to join our support team. In this role, you will serve as the first point of contact for our Client/Customers; helping to resolve technical issues, answer product-related questions, and ensure a high level of customer satisfaction. Preferably well versed with handling calls, emails, web tickets and chats from B2B customers . Must have prior experience in providing support for any software product (mobile app or web-based portal Good understanding of basic software concepts like front-end, back-end, API, GUI, Webhook, cloud, server. Basic understanding of network connectivity, Bluetooth, Wi-Fi vs Ethernet, Range limitations etc. Adjacent device experience can be useful- network printers, routers, cable modems Hardware troubleshooting skills (troubleshooting internet-connected hardware) Should have knowledge of device connection protocols like Bluetooth, Ethernet, Wi-Fi etc. Track computer system issues through to resolution, within agreed time limits Talk clients through a series of actions, either via phone, email or chat, until they've solved a technical issue Properly escalate unresolved issues to appropriate internal teams (e.g. software developers) Provide prompt and accurate feedback to customers Refer to internal database or external resources to provide accurate tech solutions Prioritize and manage several open issues at one time Follow up with clients to ensure their IT systems are fully functional after troubleshooting Prepare accurate and timely reports Requirement :- Experience with US project: Min 2 to 3 years Excellent communication skills Open for Night Shifts Interview Mode :- Virtual Perks :- 1. Both side Cab 2. PF Deduction 3. Gratuity 4. Mediclaim If you have relevant experience and are interested, Kindly share your resume on Lalit.Bisht@rsystems.com or you can contact on 8375974434 for more details.

Role & responsibilities 1. Ticket Triage & Prioritization Oversee the flow of inbound technical tickets from customers through systems like Zendesk, Linear, or equivalent. Assign tasks to appropriate implementation/support/solutions engineers, ensuring efficient handling and resolution of technical queries. 2. Team Management Manage a team of engineers responsible for customer-facing technical support. Conduct performance reviews, provide coaching, and oversee the development of the team. Lead the hiring, onboarding, and continuous training of new Implementation engineers. Schedule and oversee the staffing of support engineers on customer calls, ensuring availability for critical issue resolution. 3. Project & Resource Management Monitor deadlines, deliverables, and resource allocation for technical support tasks. Collaborate across departments and stakeholders to communicate timelines and handle technical escalations efficiently. Work closely with the implementation team to support customers through code-level debugging and integrations. 4. Process Ownership & Improvement Manage and optimize the technical support process (technical tickets, implementation, and solutioning), ensuring continuous improvement of support workflows, documentation, and issue tracking via tools like Zendesk, Linear, and internal systems. Lead the creation and maintenance of an efficient technical support knowledge base, including product documentation and training materials. 5. Customer Communication & Collaboration Act as a bridge between customer facing resources and technical teams (product, development, QA) to ensure seamless resolution of technical issues and feedback loops. Provide regular updates to all stakeholders including leadership, and the Customer Experience team on ticket statuses, timelines, and ongoing technical projects. Join customer calls as needed for diagnosing code-based errors and supporting customers during integrations and solutioning. Work hand in hand with the Customer Experience Team to ensure positive customer outcomes and seamless communication throughout lifecycle 6. Technical Expertise & Troubleshooting (Good to have) Assist in diagnosing customer implementation issues, determining whether the problem lies within the customer's codebase or CometChat's platform. Work with product teams to replicate and diagnose product bugs. Maintain a strong knowledge of CometChat's codebase and documentation to guide customers through integration and solutioning challenges. Preferred candidate profile Strong leadership and project management skills. Ability to manage multiple priorities, balancing technical expertise with a calm, customer-focused approach. Previous experience managing a technical support or similar team. Proficiency in troubleshooting, debugging code, and providing technical assistance at a high level. Excellent communication skills (both verbal and written).Proficient in using and administering ticketing systems (Zendesk, Linear, or equivalent). Nice-to-Have Experience managing support teams in a SaaS or developer-focused product environment. Familiarity with API-based integrations and SDK support. Understanding of common bug tracking and project management tools. Experience as a software developer, proficient in languages such as React JS, React Native, Vue.js, Flutter, Kotlin, JavaScript, or Swift.

Role & responsibilities Provide support to end users in Singapore market on enquiries to Accounting Software via phone call / email / remote assistance. Provide Software technical assistance, troubleshoot and resolve issue. Perform data migration works. Resolve customer technical issues in a timely and professional manner. Involve in ad-hoc project. Preferred candidate profile Degree or relevant qualification like B.Com, M.Com or equivalent to the field required Strong Accounting knowledge and Software troubleshooting skills is an added advantage Ability to multi-task and work independently in a fast-paced environment Perks and benefits Group Health Insurance and Accidental Life Insurance Gratuity Work Timing General Shift (6:30 AM IST - 3:30 PM IST)(Mon Fri) Mandatory to work from Office Interested candidate please share me your updated resume to mail id - hema.g@digisme.in

GCS - Product Support Specialist (L1) | Night Shift - US EST/+ PST | Pune The Product Support Engineer is part of the Global Customer Support Team, responsible for providing Level 1 support to clients on the Cornerstone OnDemand products. Product Support Engineer works via telephone and electronic communication (CRM) with clients to acknowledge, analyse, and resolve complex application software related questions and troubleshoot issues encountered in applications. This position requires a hands-on individual, who can passionately and patiently educate our clients on, how our product is designed to work, and excels in problem solving skills, has eagerness to learn and brings customer centric mindset. In this role you wil Provide day to day functional and technical software application support in a 24x7 environment to our clients including functionality testing and troubleshooting as needed. Ensure proper, timely, and ongoing follow-up on assigned cases to ensure service level agreements (SLA) are met and client satisfaction is high (CSAT). Time-bound and superior customer communication over CRM (salesforce), phone and email to prevent case staleness/ageing and preventing backlog. Follow work on hand prioritization while dealing with cases carrying high customer impact and deliver time bound resolution in line with customer expectations. Where necessary, time bound engagement of next level support with proper triage and case documentation. Attain and maintain product certification on Cornerstone products in adherence with Cornerstones Product Certification Program achieving deep understanding and expertise over Cornerstone applications. Active engagement with Knowledge base and forums utilizing help channels/resources. Consistently deliver aligning with set goals and beyond Collaborate with team members from all around the world. Consideration of privacy and security obligation. You've got what it takes if you have Bachelors degree in computer science or equivalent with 1-3 years of customer facing application support experience (Preferably SaaS environment) Hands-on experience working on and debugging issues with access management, Single-Sign-On, etc. Basic awareness about SaaS, cloud computing, FTP, SSO, SMTP, HTML, etc. Highly organized with understanding of processes, SLA's and tools used in product support ecosystem. Superior written and verbal communication skills. Customer centric mindset, with passion for helping customers and providing excellent customer service. Positive Attitude with ability to thinking out of the box. Patient, Organized, Composed and Good Listener, thoughtfully responding to any situation. Strong analytical and problem-solving skills. Strong team player promoting and influencing positive team spirit towards inclusive success. The role requires working in 24x7 environment (mostly US shifts) Compensation: INR 6.5L to INR 10 L Base + Shift Allowance (INR 1200/Day) + Cabs (Pick & Drop ) + Fully Catered Meals on Board This is a "Work from Office" Role

What you will do Deliver professional and timely client communications regarding project updates, ongoing support items, and product implementation services. Deeply track, organize, and document all product implementation and support related activities. Develop and maintain a full grasp of Fiserv products and services and stay abreast of relevant industry trends and standard methodologies. Perform other duties as assigned. What you will need to have Education: Degree in Computer Science, Management Information Systems, Information Technology, Accounting, Business Management, or related field Equivalent work experience may be substituted. Minimum # years experience required: 2+ years in customer facing projects, client support role, or IT service industry. Type of work experience required: Experience with financial wires, risk and fraud tied to financial wires is a plus. Experience with Fed Now and/or Real Time Payments is a plus. Experience with Microsoft Windows Workstation and Server operating systems, physical and virtual environments. Experience with peripheral deployments. Basic understanding of data communications and LAN/WAN Previous customer service experience What would be great to have Financial industry experience Work on multiple projects in parallel. Ability to work independently and collaboratively. Manage priorities within and across projects based on a faced paced culture while continuing to focus on quality of deliverables. Possess strong analytical problem solving ability Strong verbal and written communication skills (internal and client facing) Excellent follow-up skills, attention to detail Experience with Premier core banking platform.

What you will do Deliver professional and timely client communications regarding project updates, ongoing support items, and product implementation services. Deeply track, organize, and document all product implementation and support related activities. Develop and maintain a full grasp of Fiserv products and services and stay abreast of relevant industry trends and standard methodologies. Perform other duties as assigned. What you will need to have Education: Degree in Computer Science, Management Information Systems, Information Technology, Accounting, Business Management, or related field Equivalent work experience may be substituted. Minimum # years experience required: 2+ years in customer facing projects, client support role, or IT service industry. Type of work experience required: Experience with financial wires, risk and fraud tied to financial wires is a plus. Experience with Fed Now and/or Real Time Payments is a plus. Experience with Microsoft Windows Workstation and Server operating systems, physical and virtual environments. Experience with peripheral deployments. Basic understanding of data communications and LAN/WAN Previous customer service experience What would be great to have Financial industry experience Work on multiple projects in parallel. Ability to work independently and collaboratively. Manage priorities within and across projects based on a faced paced culture while continuing to focus on quality of deliverables. Possess strong analytical problem solving ability Strong verbal and written communication skills (internal and client facing) Excellent follow-up skills, attention to detail Experience with Premier core banking platform.

Assistant Vice President/Director/General Manager/Manager - Product Management Job Description, Role, and Responsibility : i) To work in a Leadership Role as AVP / Director / GM / AGM- Product Management ( S/W Product / AI Health products as SaaS, based in our Global Delhi HQ, India. You should have hands-on B2B | B2B2C and B2C Market working experience in India and other global Market in Product Management, Clinical Application Materials in all stages and all types of Cancer and other Chronic Diseases areas, Product Marketing Material development, developing Product Presentations, Pre-sales, Product Launch, Pitch Presentation to Speciality Doctors in Hospitals in Digital Health and Healthcare Industry. The Job Role, designation & compensation Package depend upon your domain expertise as an entrepreneur mindset, single-handed multi-hat role, and as a Team Leader to work under limited resources, and what you bring to the table with meeting deadlines and commitment. ii) Mandatory to be an entrepreneur & should have worked/working in a health tech / Healthcare organization of repute in an early-stage/ Growth stage Digital Health / Health Startup / fast-growing in health tech / Healthcare only. iii) He must be the first doer and direct performer and high achiever go-getter with limited resources and Strong Medical Product & Solutions Management Capability ( Product launching, Product Education & Training to Big Customer base ( B2B, B2B2C ) such as Doctors /Hospitals / Corporate Clients & in B2C consumer Market in India / Global in Oncology/Diabetes/Heart/Chronic Diseases areas (Digital Health Products & Solutions, Medical Device, IT Healthcare Products) while working with Established Health Startup / Indian Healthcare Organisation / Healthcare MNC in Business Model of SaaS Cloud Platform subscription Model of B2B, B2B2C and OR B2C in Digital Health OR Business Model of subscription Model of B2B, B2B2C and OR B2C in HealthTech / Healthcare, Presentation, Pitch /seminar to top-line doctors /Clients. 3) Qualification: At least should be B.Sc / M.Sc /MS / B.Pharma / B.Tech from reputed Institutes with Physical Science, Life Science, or Tech background , and Optionally, maybe an MBA in Product Management ( Software Product / Service / Solns ). 4) Experience: At least 4 -13 Years of hardcore working experience in direct representing a Healthcare Technology Product organization in dealing on a day-to-day basis with cutting edge Innovative new Healthcare Technology / Digital Health / AI Health with a Strong Medical Product & Solutions Management Capability ( Product launching, Product Education & Training to Big Customer base ( B2B, B2B2C ) such as Doctors /Hospitals / Corporate Clients & in B2C consumer Market in India / Global in Oncology/Diabetes/Heart/Chronic Diseases areas (Digital Health Products & Solutions, Medical Device, IT Healthcare Products) while working with Established Health Startup / Indian Healthcare Organisation / Healthcare MNC in Business Model of SaaS Cloud Platform subscription Model of B2B, B2B2C and OR B2C in Digital Health OR Business Model of subscription Model of B2B, B2B2C and OR B2C in HealthTech / Healthcare.

Skills:. ERP, Enterprise Resource Planning (ERP), Immplematation,. Looking for ERP for Immplematation Specialist @ Bangalore location. Location = Bangalore/Pune / Remote. Experience = 2-3 yrs. Please share resume hr@cnsoltions.in. JD for Junior Implementation Engineer. Responsible For. Smooth implementation of ERP. Interfacing with Development team for Changes as per the change management procedure.. Ensuring. Process adherence related to implementation as highlighted in the implementation approach document and project plan sheet. Performance of Product Functional and Data Source verification before releasing to customer.. Completeness of deliverables as assigned in the assignment form. Key Duties. Project progress reporting in project reviews as identified in the schedule. Timely escalation of issues to development team and manager implementation.. Reviews of acceptance tests cases, testing and release deliverables.. Ensure that the testing is carried out in a customer-like simulated environment before updating in live server at client end.. Ensure that the test cases cover functionality, usability, performance, interoperability, scalability, etc., as appropriate.. Ensure all features/fixes promised in the release are present and working.. Skills. Functional understanding of business processes and software implementation. Knowledge of SQL database. Good client facing skills. Established communication skills both written and oral.

Job Title: Technical Account Manager Adobe Learning Manager (ALM) Location:bangalore Job Summary: We are seeking a highly motivated and experienced Technical Account Manager (TAM) to manage, escalate, and drive satisfactory resolution of customer issues related to Adobe products, particularly Adobe Learning Manager (ALM) . The ideal candidate will have experience in SaaS-based solution support and implementation, with strong technical troubleshooting and customer-facing skills. In this role, you will lead ALM implementations, support complex integration projects, and act as a trusted advisor to our enterprise clients. You will also collaborate with cross-functional Adobe teams including Product Support, Engineering, Product Management, and Customer Success. Key Responsibilities: Manage and drive the resolution of customer issues involving Adobe technologies, primarily Adobe Learning Manager. Lead implementation and consulting projects, including planning, scheduling, execution, and post-implementation support. Take ownership of escalated technical issues (P0/P1) and provide timely resolution, including during non-operational hours if required. Act as a liaison between the customer, Adobe Product Support, Engineering, and Product Management teams. Proactively communicate with customers regarding product updates, upgrades, and recommend necessary actions to ensure system availability. Review customer ALM deployments to suggest best practices, fine-tuning, and ongoing optimization. Monitor customer configurations and reports, and advise solution partners as needed. Contribute to internal and external Knowledge Base development. Maintain expert-level knowledge of Adobe products, especially ALM, and provide product feedback to internal teams based on real-world customer usage. Support Adobes customer success goals by ensuring high levels of satisfaction and engagement. Required Skill Set: Experience: 410 years in Account Management or Customer Success (pre-sales or post-sales) in a SaaS environment. Technical Expertise: Hands-on experience with Learning Management Systems (LMS) and/or Content Management Systems (CMS). Strong understanding of enterprise networking and infrastructure. Proficient in integration using APIs (REST/SOAP). Troubleshooting and problem-solving skills in customer environments. Communication: Excellent verbal and written communication skills; ability to manage difficult conversations with diplomacy. Protocols: Knowledge of internet protocols such as HTTP, SMTP, DNS, LDAP, FTP . Platform Knowledge: Understanding of CMS, SSO (Single Sign-On), Web and Application Servers. Preferred / Advantageous Skills: Working knowledge of Adobe Learning Manager or other Adobe Experience Cloud solutions. Experience with Shell scripting or basic programming languages like HTML, JavaScript, PHP . Familiarity with SQL and ability to query data for reporting or troubleshooting. Experience with customer support tools and CRM platforms. Ability to create documentation, how-to guides, and best practice articles.

Job Title: Technical Support Specialist (LMS - T2/T3 Support) Location: [Bangalore Job Type: Full-Time Shift: Rotational (24/5 support coverage) Job Overview: We are seeking a dedicated and customer-focused Technical Support Specialist to provide Tier 2 and Tier 3 support for Adobe Learning Manager (LMS). This role involves handling complex technical and non-technical issues, delivering first-call resolutions, and ensuring customer satisfaction through effective communication and troubleshooting. The ideal candidate will have strong technical skills in LMS platforms, as well as experience working with multi-platform systems and excellent problem-solving abilities. Key Responsibilities: Provide first-call resolution for Adobe Learning Manager LMS-related issues by effectively handling both technical and non-technical customer inquiries during initial contact. Articulate the business impact of technical issues and manage their resolution in a timely and professional manner. Provide high-quality phone, email, and chat support for Microsoft customers using Adobe LMS, ensuring professionalism and clarity in all communications. Accurately document all customer interactions in a case-tracking database, ensuring that all notes are clear, complete, and in written English. Follow up with customers within the agreed-upon timeframe, ensuring their issues are resolved and satisfaction is maintained. Identify and report top call generators, emerging issues , and common customer queries to improve the support process. Escalate unresolved or complex issues to higher levels of support (T3) and ensure timely resolutions. Troubleshoot and resolve issues using available resources such as knowledge bases , product guides, and reference materials. Maintain a high level of professionalism, ensuring customer communication is always conducted with appropriate etiquette, timeliness, and care. Required Skills and Experience: Proven technical troubleshooting skills , particularly with LMS-related issues. Strong working knowledge of Windows and Mac OS platforms. Intermediate understanding of AICC and SCORM standards (desirable). Demonstrated ability to provide excellent customer support in a customer-facing environment. Strong problem-solving abilities with experience researching and resolving complex technical issues. Experience in a technical support or customer service role , with a focus on resolving software integration issues in multi-platform systems. Ability to work flexible hours and participate in a rotational shift schedule for 24/5 coverage . Excellent written and verbal communication skills, with the ability to explain technical issues in clear, concise terms. Experience working in a team-oriented environment , managing diverse tasks and priorities. Education and Experience: Technical degree in Computer Science, Information Technology, or a related field. 4-8 years of experience in a technical support or customer service role, preferably in the LMS space or similar capacity. Additional Qualities: Ability to remain calm under pressure, demonstrate flexibility, and work with minimal supervision. A strong customer-first attitude with a willingness to take ownership of issues and ensure timely resolutions. Ability to work in a fast-paced environment while maintaining professionalism and efficiency.

Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue Update own availability in the RAVE system to ensure productivity of the process Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Follow standard processes and procedures to resolve all client queries Resolve client queries as per the SLAs defined in the contract Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients Identify and learn appropriate product details to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Maintain and update self-help documents for customers to speed up resolution time Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by complying with service agreements Deliver excellent customer service through effective diagnosis and troubleshooting of client queries Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus and facilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteous and professional manner Maintain logs and records of all customer queries as per the standard procedures and guidelines Accurately process and record all incoming call and email using the designated tracking software Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver No Performance Parameter Measure 1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback 2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed Mandatory Skills: Order Management(CPG).

Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue Update own availability in the RAVE system to ensure productivity of the process Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Follow standard processes and procedures to resolve all client queries Resolve client queries as per the SLAs defined in the contract Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients Identify and learn appropriate product details to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Maintain and update self-help documents for customers to speed up resolution time Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by complying with service agreements Deliver excellent customer service through effective diagnosis and troubleshooting of client queries Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus and facilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteous and professional manner Maintain logs and records of all customer queries as per the standard procedures and guidelines Accurately process and record all incoming call and email using the designated tracking software Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver No Performance Parameter Measure 1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback 2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed Mandatory Skills: Retail Banking(Card Operations).

Role Purpose The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists. Do Oversee and support process by reviewing daily transactions on performance parameters Review performance dashboard and the scores for the team Support the team in improving performance parameters by providing technical support and process guidance Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Ensure standard processes and procedures are followed to resolve all client queries Resolve client queries as per the SLAs defined in the contract Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by monitoring compliance with service agreements Handle technical escalations through effective diagnosis and troubleshooting of client queries Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements If unable to resolve the issues, timely escalate the issues to TA & SES Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Troubleshoot all client queries in a user-friendly, courteous and professional manner Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLAs Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Mentor and guide Production Specialists on improving technical knowledge Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist Develop and conduct trainings (Triages) within products for production specialist as per target Inform client about the triages being conducted Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Identify and document most common problems and recommend appropriate resolutions to the team Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ ESAT2Team ManagementProductivity, efficiency, absenteeism3Capability developmentTriages completed, Technical Test performance Mandatory Skills: DataBricks - Data Engineering. Experience5-8 Years.

Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue Update own availability in the RAVE system to ensure productivity of the process Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Follow standard processes and procedures to resolve all client queries Resolve client queries as per the SLAs defined in the contract Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients Identify and learn appropriate product details to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Maintain and update self-help documents for customers to speed up resolution time Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by complying with service agreements Deliver excellent customer service through effective diagnosis and troubleshooting of client queries Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus and facilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteous and professional manner Maintain logs and records of all customer queries as per the standard procedures and guidelines Accurately process and record all incoming call and email using the designated tracking software Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver No Performance Parameter Measure 1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback 2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed Mandatory Skills: Order Management(Comms).

Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue Update own availability in the RAVE system to ensure productivity of the process Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Follow standard processes and procedures to resolve all client queries Resolve client queries as per the SLAs defined in the contract Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients Identify and learn appropriate product details to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Maintain and update self-help documents for customers to speed up resolution time Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by complying with service agreements Deliver excellent customer service through effective diagnosis and troubleshooting of client queries Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus and facilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteous and professional manner Maintain logs and records of all customer queries as per the standard procedures and guidelines Accurately process and record all incoming call and email using the designated tracking software Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver No Performance Parameter Measure 1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback 2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed Mandatory Skills: Customer Service.

Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue Update own availability in the RAVE system to ensure productivity of the process Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Follow standard processes and procedures to resolve all client queries Resolve client queries as per the SLAs defined in the contract Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients Identify and learn appropriate product details to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Maintain and update self-help documents for customers to speed up resolution time Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by complying with service agreements Deliver excellent customer service through effective diagnosis and troubleshooting of client queries Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus and facilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteous and professional manner Maintain logs and records of all customer queries as per the standard procedures and guidelines Accurately process and record all incoming call and email using the designated tracking software Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver No Performance Parameter Measure 1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback 2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed Mandatory Skills: Retail Banking (PO).

Role Purpose The purpose of this role is to provide solutions and bridge the gap between technology and business know-how to deliver any client solution Do 1. Bridging the gap between project and support teams through techno-functional expertise For a new business implementation project, drive the end to end process from business requirement management to integration & configuration and production deployment Check the feasibility of the new change requirements and provide optimal solution to the client with clear timelines Provide techno-functional solution support for all the new business implementations while building the entire system from the scratch Support the solutioning team from architectural design, coding, testing and implementation Understand the functional design as well as technical design and architecture to be implemented on the ERP system Customize, extend, modify, localize or integrate to the existing product by virtue of coding, testing & production Implement the business processes, requirements and the underlying ERP technology to translate them into ERP solutions Write code as per the developmental standards to decide upon the implementation methodology Provide product support and maintenance to the clients for a specific ERP solution and resolve the day to day queries/ technical problems which may arise Create and deploy automation tools/ solutions to ensure process optimization and increase in efficiency Sink between technical and functional requirements of the project and provide solutioning/ advise to the client or internal teams accordingly Support on-site manager with the necessary details wrt any change and off-site support 2. Skill upgradation and competency building Clear wipro exams and internal certifications from time to time to upgrade the skills Attend trainings, seminars to sharpen the knowledge in functional/ technical domain Write papers, articles, case studies and publish them on the intranet Deliver No. Performance Parameter Measure 1. Contribution to customer projects Quality, SLA, ETA, no. of tickets resolved, problem solved, # of change requests implemented, zero customer escalation, CSAT 2. Automation Process optimization, reduction in process/ steps, reduction in no. of tickets raised 3. Skill upgradation # of trainings & certifications completed, # of papers, articles written in a quarter Mandatory Skills: Cisco Routing and Switching. Experience>10 YEARS.

Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue Update own availability in the RAVE system to ensure productivity of the process Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Follow standard processes and procedures to resolve all client queries Resolve client queries as per the SLAs defined in the contract Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients Identify and learn appropriate product details to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Maintain and update self-help documents for customers to speed up resolution time Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by complying with service agreements Deliver excellent customer service through effective diagnosis and troubleshooting of client queries Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus and facilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteous and professional manner Maintain logs and records of all customer queries as per the standard procedures and guidelines Accurately process and record all incoming call and email using the designated tracking software Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver No Performance Parameter Measure 1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback 2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed Mandatory Skills: Record to Report - DOP.

Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue Update own availability in the RAVE system to ensure productivity of the process Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Follow standard processes and procedures to resolve all client queries Resolve client queries as per the SLAs defined in the contract Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients Identify and learn appropriate product details to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Maintain and update self-help documents for customers to speed up resolution time Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by complying with service agreements Deliver excellent customer service through effective diagnosis and troubleshooting of client queries Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus and facilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteous and professional manner Maintain logs and records of all customer queries as per the standard procedures and guidelines Accurately process and record all incoming call and email using the designated tracking software Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver No Performance Parameter Measure 1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback 2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed Mandatory Skills: Procurement(MDM).

Role Purpose The purpose of this role is to provide solutions and bridge the gap between technology and business know-how to deliver any client solution Do 1. Bridging the gap between project and support teams through techno-functional expertise For a new business implementation project, drive the end to end process from business requirement management to integration & configuration and production deployment Check the feasibility of the new change requirements and provide optimal solution to the client with clear timelines Provide techno-functional solution support for all the new business implementations while building the entire system from the scratch Support the solutioning team from architectural design, coding, testing and implementation Understand the functional design as well as technical design and architecture to be implemented on the ERP system Customize, extend, modify, localize or integrate to the existing product by virtue of coding, testing & production Implement the business processes, requirements and the underlying ERP technology to translate them into ERP solutions Write code as per the developmental standards to decide upon the implementation methodology Provide product support and maintenance to the clients for a specific ERP solution and resolve the day to day queries/ technical problems which may arise Create and deploy automation tools/ solutions to ensure process optimization and increase in efficiency Sink between technical and functional requirements of the project and provide solutioning/ advise to the client or internal teams accordingly Support on-site manager with the necessary details wrt any change and off-site support 2. Skill upgradation and competency building Clear wipro exams and internal certifications from time to time to upgrade the skills Attend trainings, seminars to sharpen the knowledge in functional/ technical domain Write papers, articles, case studies and publish them on the intranet Deliver No. Performance Parameter Measure 1. Contribution to customer projects Quality, SLA, ETA, no. of tickets resolved, problem solved, # of change requests implemented, zero customer escalation, CSAT 2. Automation Process optimization, reduction in process/ steps, reduction in no. of tickets raised 3. Skill upgradation # of trainings & certifications completed, # of papers, articles written in a quarter

Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue Update own availability in the RAVE system to ensure productivity of the process Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Follow standard processes and procedures to resolve all client queries Resolve client queries as per the SLAs defined in the contract Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients Identify and learn appropriate product details to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Maintain and update self-help documents for customers to speed up resolution time Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by complying with service agreements Deliver excellent customer service through effective diagnosis and troubleshooting of client queries Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus and facilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteous and professional manner Maintain logs and records of all customer queries as per the standard procedures and guidelines Accurately process and record all incoming call and email using the designated tracking software Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver No Performance Parameter Measure 1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback 2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed Mandatory Skills: Medical Info & Product Support(PQCM).