1223 Product Support Jobs - Page 44

Role Purpose The purpose of this role is to increase revenue, maximize process efficiency & cost-effectiveness, and ensure excellent customer experience, through effective supervision of daily operations and personnel, contract compliance, resource optimization and capability development within an account. Do Maximize process efficiency and cost effectiveness through strategic planning, contract compliance and governance mechanisms Strategy Planning with Senior Stakeholders Collaborate with leaders to provide strategic and operational plans associated with the account Plan the strategy for the coming years by identifying new geographies for alternate revenue streams Ensure a deep enough understanding of clients individual experiences to head off potential issues before they become problems Contract compliance & adherence Ensure all SLA parameters are met in the account and maintain a green card at all times Review and drive appropriate actions/ systemic changes on internal and external audit findings to ensure no major non-compliances are cited Monitor and review the account on various delivery parameters to ensure quality delivery as per budget and timelines Delivery governance in the account Understand customer goals and key performance metrics and ensure exceeding those goals throughout the project Ensure a green card for all accounts in terms of performance and quality Monitor and review delivery dashboards/ MIS across accounts to track progress and identify potential red flags Participate and share account performance across operational, quality and fulfillment parameters with internal and external stakeholders Lead and manage project escalations, potential risks or early warning signs on project delivery to eliminate any revenue leakage Ensure regular invoicing as per the contract terms and condition Forecast and track key account metrics Invoicing Timely submission of invoices to the client as defined in the SOW Provide information required and resolve any invoicing issues raised by the client Collect and analyze statistics (costs, customer service metrics etc.) Assume responsibility of budgeting and tracking expenses Ensure outstanding performance against key metrics mentioned in the agreement Regular cadence around contract compliance Evaluate performance with key metrics (accuracy, customer service metrics etc.) Set direction for the team, track progress against targets through regular cadence calls and course correct as require Drive the focus of the team on quality and adherence to contract compliance processes Drive and implement structured cadence around quality, both process and transactional Cadence with delivery lead to ensure margins are met and the account numbers are at par to what is committed Weekly calls with WFM to ensure resource optimization, compliance to the manpower numbers agreed in the contract, future planning in case of ramp ups etc. Resource Allocation & Retention Conduct effective resource planning to maximize the productivity of resources (people, technology etc.) Review and monitor resource planning and fulfillment in line with account requirements and costs of delivery Optimize manpower and minimize leakages by working closely with delivery head Ensure retention by offering relevant trainings and certifications of all allocated resources Lead one-on-one floor connect and other engagement activities to improve stickiness of the delivery team Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects Mandatory Skills: Medical Info & Product Support(PQCM).

Manager Product Support, Customer Support Location: Bangalore Reports to: Director - Product Support About LeadSquared: One of the fastest-growing SaaS companies in the CRM space, LeadSquared empowers organizations with the power of automation. More than 2000 customers with 4 lakhs+ users across the globe utilize the LeadSquared platform to automate their sales and marketing processes and run high-velocity sales at scale. We are backed by prominent investors such as Stakeboat Capital, and Gaja Capital to name a few. We are expanding rapidly and our 1300+ strong and still growing workforce is spread across India, the U.S, Middle East, ASEAN, ANZ, and South Africa. Among Top 50 fastest growing tech companies in India as per Deloitte Fast 50 programs Frost and Sullivan's 2019 Marketing Automation Company of the Year award Among Top 100 fastest growing companies in FT 1000: High-Growth Companies Asia-Pacific Listed as Top Rated Product on G2Crowd, GetApp and TrustRadius Customer Support @ LeadSquared The Customer Support at LeadSquared is a critical element of our future success. It includes a long-run relationship, takes complete ownership with top-notch customer handling skills, technical understanding. If you love to interact with customers and solve their problems then you should certainly join this team! The Role: Taking ownership of customer issues reported and seeing problems through to resolution Researching, diagnosing, troubleshooting and identifying solutions to resolve customer issues in using LeadSquared Ask customers targeted questions to quickly understand the root of the problem Resolving all customer issues in time bound manner Comply with the SLA for issue resolution Onboarding new customers: Providing Admin and User trainings etc. (over web and in-person) Talk clients through a series of actions, either via phone, email or chat, until they've solved a technical issue Work closely with technical teams to enhance the quality of existing products Manage and monitor customers expectations Help in keeping customers extremely satisfied and thereby contributing to customer retention Requirements: 9+ years of experience in supporting web based software platforms SaaS for North American customers Proven ability to troubleshoot software, understand customer requirements workflow and resolve more advanced issues working within escalation procedures Good understanding of API, Webhooks, Connectors Good to have the understanding on at least one of the programming languages (PHP, Java, Python) Operational support experience - the ability to capture the user environment during troubleshooting, work towards speedy and accurate resolutions for client issues Excellent problem-solving, strong written & verbal communication and documentation skills Obsessed with customer support and delighting the customers Must have mentored / managed a small team of product support engineers for North American customers Contribute to developing technical content and IPs such as knowledge base articles, sample scripts, proof of concept, diagnostic tools Need to work in the US time zone

Career Area: Product Support Job Description: Your Work Shapes the World at Caterpillar Inc. Job Summary: The Technical Information Solutions (TIS) team within the Americas Distribution Service Division (ADSD) creates and delivers technical parts and service information accessible via SIS and SIS2GO critical for the repair and service of Caterpillar products. Over 300,000 dealer and customer users depend on the information created, managed, and delivered by this team to identify and order Cat parts. In TIS, the Service Information Specialist creates and maintains Service information for Caterpillar products. What You Will Do: To develop Service information (Disassembly and Assembly) for delivery via the Service Information System (SIS) to dealers and customers worldwide for servicing Machines, Engines, and Work tools Service information that is produced by the Service information developers has a significant impact on the efficiency and profitability of dealer service operations. Utilize the ACM (Advanced content management) system to develop Service Information supporting New Product Introductions (NPI) and regular Product changes. Involves complex research of engineering information using 3D Models in Vismockup/Creo/ICIDO, PRWB, SIS2.0, and Service Tooling integration and Simulation using VR (Virtual Reality) Collaborates with Authors, Wrenchers, Project leaders, Product design and Service Support Engineers globally, and the use of a variety of corporate systems and resources. Photograph equipment and or create graphics using 3D models for service information. Ensures all service information is created accurately, manages, and acts on dealer feedback Participates in process improvement efforts, and follows authoring standards. BACKGROUND/ EXPERIENCE Bachelor s degree in Engineering with 03 to 04 years or equivalent accredited associate degree with a maximum of 4 to 5 years of job-related experience in creating/handling Product support information or equivalent. What You Have: Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and the ability to leverage that information in creating customized customer solutions. Level Working Knowledge: Communicates the importance of customer needs/expectations and commits to resolving them. Researches and verifies customer needs and expectations. Solicits customer satisfaction feedback and acts on improvement opportunities. Data Gathering Analysis: Knowledge of data gathering and analysis tools, techniques, and processes; ability to collect and synthesize data from a variety of stakeholders and sources in an objective manner to reach a conclusion, goal, or judgment. Level Basic Understanding: Describes alternative data-gathering techniques and tools. Documents basic data-gathering methodologies. Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors. Level Basic Understanding: Describes non-verbal behaviors that influence the interpretation of the message. Cites examples of effective and ineffective communications. Problem Solving: Knowledge of approaches, tools, and techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations. Level Basic Understanding: Explains the value of a disciplined approach to problem-solving. Describes problem reporting and escalation practices. Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers. Level Basic Understanding: Provides examples of the characteristics of effective business relationships. Identifies key business relationships in own organization. Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges. Level Basic Understanding: Uses a structured approach in analyzing and resolving technical problems. Seeks opportunities for continual learning to maintain technical competence in pursuit of technical excellence. Top Candidates Will Also Have: Preferably BE/BTech - Mechanical/Automobile Engineering Experience repairing/servicing Caterpillar products. Good knowledge of reading and interpreting Engineering drawings, experience in 3D modeling tools, and Knowledge of Service Tools and applications. Caterpillar authoring (ACM) experience Self-driven, able to complete the task given with less supervision. Good mechanical/electrical aptitude, Personnel Product Safety mindset Teamcenter Visualization / Creo /ICIDO VR experience Additional Information : This position is located in Chennai, India Must be able to travel up to 10% (includes some international travel)

We re looking for a Community Manager who knows how to make conversations happen, keep communities active, and turn users into loyal fans. At Saleshandy , we re building the cold email platform of the future. We help businesses book more meetings, get more replies, and grow faster without the manual work. Since 2016, we ve grown into a profitable, SaaS company with 65+ team members across India. Your jobBuild a strong online community that drives conversations, helps customers, and supports our growth. What you ll do Community Engagement Build and run strategies to grow and engage the community. Manage our Slack and social media communities. Keep the community active, helpful, and fun. Start conversations, respond quickly, and make sure members feel heard and included. Content Events Create posts, short videos, and interactive content to engage users. Host virtual events, webinars, and community calls. Share updates and wins from the community across channels. Feedback Collaboration Monitor community questions, issues, and trends Share useful insights with product, support, and marketing teams. Gather feedback and ideas from members and pass them to relevant teams. Collaborate with internal teams to keep messaging consistent. Moderation Management Write and enforce clear community guidelines. Handle conflicts and resolve issues professionally. Identify active members and turn them into product advocates. Reporting Improvement Track key metrics like member growth, engagement, and sentiment. Share weekly/monthly reports with clear action points. Stay updated on best practices, tools, and community trends. You should apply if you: Have 1-3 years of experience managing online communities or social media (SaaS experience is a plus). Are a clear communicator with strong writing skills. Know how to manage conversations and keep communities active. Are good at solving problems and keeping discussions respectful. Are organized, proactive, and work well without constant supervision. Know how to use Slack, LinkedIn, Twitter, analytics tools, and community platforms. Why join Saleshandy Growing SaaS company on a path from $2M to $5M ARR. Challenging roles with real impact. Learn and grow directly with the CMO, founders, and a strong marketing team. How we work We use KPIs and OKRs to set and track goals. Customer feedback drives decisions. We re inspired by companies like Ahrefs, Close, Gong, and 37Signals. We focus on building a solid product and a long-term business. Tools you ll use Community: Slack, Twitter, LinkedIn Marketing: Ahrefs, SEMrush, Google Analytics Product CRM: Mixpanel, Customer.io, Saleshandy Project Management: Basecamp Social Media: Publer, Shield Perks Annual learning budget for courses, books, and conferences. Health insurance. Yearly team retreat you help decide where. Ready to apply Step 1: Send in your resume and portfolio/work samples Step 2: Interview with Anil (CMO) Step 3: Short async assignment Step 4: Final round for cultural fit Step 5: Offer

The Supply Chain Services (SCS) group part of Product Support Logistics Division currently has a job opening for an Inventory Records Coordinator position located in Bangalore, India facility. This position supports supply related activities for a facility to deliver excellence and integration between procurement and the team supporting facility. What You Will Do: This position is responsible to improve inbound receiving efficiency for facilities that include Caterpillar manufacturing, logistics centers, and cross-dock facilities located globally, through daily on time resolution of ASN (Advance Shipment Notice) uncertainties, requests from facilities, manage Misdirected ASNs and coordinate with suppliers to ensure ASN s meet enterprise standards. Responsibilities of DART - Inventory Records Coordinator may include, but are not limited to: Validating Advance Shipment Notice information and maintaining accurate information of the destination and other critical information for all incoming freight. Ensuring compliance with established internal control procedures, to achieve team results. Keeping records for incoming compliance issues and collaborate with upstream teams and eliminate defects. Serving as focal point for ASN requests, following up on requirements to minimize delay in the inbound activity. Working for global facilities inbound team and purchasing to achieve ASN compliance. Degree Requirement: bachelors degree in commerce/science/engineering or equivalent degree Minimum experience in Supply chain management, Logistics, 3PL, Warehousing, Service parts Logistics and supplier performance management. Additional Requirements: Effective oral and written communications skills required to collaborate with a wide variety of teams to achieve project deliverables. Must be flexible to work in night shifts and rotational shifts to have enough overlap with global teams. What You Have: Inventory Management - MFG: Knowledge of processes and methods of inventory management; ability to effectively manage local or distributed inventories of raw materials, work-in-progress and finished goods. Level Working Knowledge: Follows processes to take stock, release inventory or return into processing; resolves discrepancies. Tracks inventory information for a specific product group or location. Works with basic tasks of inventory management for a specific location. Produces basic inventory management reports for senior staff to reconcile the inventory balances. Performs the receiving, ticketing, checking in and distributing of inventory items for a specific location. Data Gathering and Reporting: Knowledge of tools, techniques and processes for gathering and reporting data; ability to practice them in a particular department or division of a company. Level Working Knowledge: Detects and summarizes patterns in data and findings by producing simple reports. Assesses common problems and obstacles surrounding data-gathering. Customizes data fields to meet clients needs. Interprets and explains results of a data-gathering initiative. Participates in projects to gather data for needs analysis. Office Support Tools: Knowledge of commonly used office hardware, software and equipment; ability to use the tools available at the desktop (for example: word processing, email, presentation software, and spreadsheets.) Level Working Knowledge: Describes the benefits and relative strengths of tools for a specific application. Demonstrates some advanced functions of at least one product. Performs first-level problem resolution before seeking help elsewhere. Helps colleagues with desktop tools where necessary. Works with all basic office-support products. Accuracy and Attention to Detail: Understanding the necessity and value of accuracy; ability to complete tasks with high levels of precision. Level Working Knowledge: Accurately gauges the impact and cost of errors, omissions, and oversights. Utilizes specific approaches and tools for checking and cross-checking outputs. Processes limited amounts of detailed information with good accuracy. Learns from mistakes and applies lessons learned. Develops and uses checklists to ensure that information goes out error-free. Problem Solving : Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations. Level Working Knowledge : Identifies and documents specific problems and resolution alternatives. Examines a specific problem and understands the perspective of each involved stakeholder. Develops alternative techniques for assessing accuracy and relevance of information. Helps to analyze risks and benefits of alternative approaches and obtain decision on resolution. Uses fact-finding techniques and diagnostic tools to identify problems. Collaborating: Knowledge of collaborative techniques; ability to work with a variety of individuals and groups in a constructive and collaborative manner. Level Working Knowledge: Demonstrates experience participating in productive collaborative processes. Under guidance initiates collaborative meetings. Assists in communicating shared goals with diverse groups and parties. Helps promote collaboration across generations, functions, regions, and levels. Helps solve business problems and meet business goals through collaborative processes. Caterpillar is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status; however, as a global company, Caterpillar offers many job opportunities outside of India which can be found through our employment website at www.caterpillar.com/careers . What You Will Get: Our goal at Caterpillar is for you to have a rewarding career. Our teams are critical to the success of our customers who build a better world. Here you earn more than just wage, because we value your performance, we offer a total rewards package that provides day one benefits along with the potential of a variable bonus. Additional benefits include paid annual leave, flexi leave, medical and insurance (prorated based upon hire date).

The Frontline Product Support team provides L1 L2 support for multiple critical applications. This role involves addressing issues reported or escalated by users or the Level 1 support team, monitoring applications for potential problems, and proactively resolving them. You will manage high-severity incidents, either independently or in collaboration with other teams, to ensure swift and effective resolution. Operating in a 24x7 environment, the team offers continuous support across all time zones, ensuring the reliability and stability of essential applications. Key Responsibilities: Diagnose, troubleshoot, and resolve complex issues across systems and applications. Managing daily workload to users receive the best possible service, always being aware of SLA s and issues impacting live services. Delivery of L1 and L2 application support services to client users to agreed Service Level Agreements. Manage high-severity incidents, minimizing downtime and coordinating with key stakeholders. Demonstrate strong problem-solving skills to diagnose and fix complex issues across various systems and applications. Ability to perform deep dives into logs, databases, and system metrics to determine the underlying cause of issues. Perform proactive monitoring and address alerts before escalation. Utilize monitoring tools to predict and prevent potential issues. Perform in-depth analysis to identify the root cause of recurring issues and provide recommendations for permanent fixes. Collaborate effectively with other teams, such as development, operations, and L3 support to resolve complex issues or deploy fixes. Engage with customers for in-depth technical discussions, particularly in resolving complex issues. Participate in post-mortem reviews to help improve future incident response. Maintain and update runbooks and troubleshooting documentation. Explain technical issues and resolutions clearly to non-technical stakeholders. Handle multiple tickets and incidents concurrently, especially during critical situations. Required Skills Qualifications: Strong understanding of retail media support services and workflows. Excellent troubleshooting and analytical skills for diagnosing complex issues. Experience in ITIL-based support environments with strict SLA/OLA adherence. Experience in delivering exceptional, customer focused and service driven support delivery. Proficiency in ticketing systems like JIRA, ServiceNow, and ZohoDesk. Advanced SQL skills and experience with database tools (Oracle, PostgreSQL, SQL Developer, pgAdmin). Basic knowledge of IIS, Linux, and Windows server environments. Familiarity with cloud platforms (Azure, Google Cloud). Strong communication skills to explain technical details to non-technical audiences. Ability to work in 24x7 shifts, including night shifts and on-call rotations. Hands-on experience with monitoring tools such as Grafana, New Relic, and App Dynamics. Self-motivated, autonomous, detail oriented, passionate about delivering high quality services. Good general understanding of Retail Media platforms and products. Qualifications Bachelors in Computer Science

Who are we FalconX is a pioneering team of operators, investors, and builders committed to revolutionizing institutional access to the crypto markets. Operating at the intersection of traditional finance and cutting-edge technology, FalconX addresses the industrys foremost challenges: Navigating the digital asset market can be complex and fragmented, with limited products and services that support trading strategies, structures, and liquidity found in conventional financial markets. As a comprehensive solution for all digital asset strategies from start to scale, FalconX operates as the connective tissue empowering clients with seamless navigation through the ever- evolving cryptocurrency landscape. What you ll be working on Account Administration: Manage the KYC process for users across various accounts Assist with user management tasks (permission changes, 2FA resets, API Management) Troubleshoot account and product issues (withdrawals, transfers, fee discrepancies) Recon activities- working with Coverage team and cross-functional teams to relay required information to clients Support the RMs on the Edge product related workflows Product Support: Provide in-depth support for customers on platform related issues (FX360) Create and maintain Sandbox accounts for client testing before going live Support Coverage teams with KYC refresh processes for accounts Data Analysis and Reporting on an as-needed basis Pod Support: Assist sales teams with APAC focussed event coordination Create and manage chat channels and adding global team members Contribute to ongoing process improvement initiatives Assist in token approval process for the pod Requirements 5+ years of relevant experience In-depth understanding of the crypto industry, including the different types of cryptocurrencies, the underlying technology, and the regulatory landscape Demonstrated attention to detail, organization, prioritization, and time management skills A passion for the crypto space Familiarity with software tools such Microsoft Excel, Google Sheets, Salesforce (Salesforce ideal but not required) Ability to interface with clients collaboratively - be supportive to their needs while also gently pushing them forward in a process Program management skills - Understanding statuses, updating status documents, capturing information on how to unblock blocked situation, escalating issues to leadership Notice at Collection and Privacy Policy Applicants located in California and/or applying to a role based in California, please refer to our Notice at Collection and Privacy Policy here . Inclusivity Statement FalconX is committed to building a diverse, inclusive, equitable, and safe workspace for all people. Our roles are intended for people from all walks of life. We encourage all those interested in applying to our organization to submit an application regardless if you are missing some of the listed background requirements, skills, or experiences! As part of our commitment to inclusivity, FalconX would like to acknowledge that the EEOC survey has limited potential responses that you can select. For legal reasons, FalconX must use this language to align with federal requirements, however, we want to ensure that you are able to provide a response to our own voluntary survey questions about your identity that best aligns with your most true self. FalconX is an equal opportunity employer and will not discriminate against an applicant or employee based on race, color, religion, national origin, ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, veteran or military status, genetic information, citizenship, or any other legally-recognized protected basis under federal, state, or local law. Applicants with disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and other applicable state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on FalconX.

WW RR&S is an agile, innovative organization dedicated to making zero happen to benefit our customers, our company, and the environment. The mission of WWRR&S is to eliminate defects that cause returns (Zero defects), deliver Zero cost of returns for Amazon, send Zero product waste to landfill, and deliver on Amazon s commitment to deliver on the Climate Pledge (Net Zero Carbon) - the 4 Zeros . We have an eye to the future - we create long-term value at Amazon by focusing not just on the bottom line, but on the planet. We are building the most sustainable re-use channel we can by driving multiple aspects of the Circular Economy for Amazon - returns, recommerce, and sustainability. Amazon WW RR&S is comprised of business, product, operational, program, software engineering and data teams that manage the life of a returned or damaged product from a customer to the warehouse and on to its next best use. Our work is broad and deep: we train machine learning models to automate routing and find signals to optimize re-use; we invent new channels to give products a second life; we develop world-class product support to help customers love what they buy; we pilot smarter product evaluations; we work from the customer backward to find ways to make the return experience remarkably delightful and easy; and we do it all while scrutinizing our business with laser focus. Primary responsibilities of the System Development Engineer include troubleshooting, diagnosing and fixing production software issues, developing monitoring solutions, performing software maintenance and configuration, implementing the fix for internally developed code (Perl, Ruby, C/C++, JAVA), performing SQL queries, updating, tracking and resolving technical challenges, build and develop tools which will automate daily operational activities. Responsibilities also include working alongside development on Amazon Corporate and Divisional Software projects, updating/enhancing our current software, automation of support processes and documentation of our systems. Your solutions will impact our customers directly! This job requires you to constantly hit the ground running and your ability to learn quickly and work on disparate and overlapping tasks will define your success. High Impact production issues often require coordination between multiple Development, Operations and IT Support groups, so you get to experience a breadth of impact with various groups. The ideal candidate must be detail oriented, have superior verbal and written communication skills, strong organizational skills, able to juggle multiple tasks at once, able to work independently and can maintain professionalism under pressure. You must be able to identify problems before they happen and implement solutions that detect and prevent outages. You must be able to accurately prioritize projects, make sound judgments, work to improve the customer experience, and get the right things done. We are a group that has fun at work while driving incredible customer, business, and environmental impact. We are backed by a strong leadership group dedicated to operational excellence that empowers a reasonable work-life balance. As an established, experienced team, we offer the scope and support needed for substantial career growth. Amazon is earth s most customer-centric company and through WW RR&S, the earth is our customer too. Come join us and innovate with the Amazon Worldwide Returns, ReCommerce & Sustainability team! The Amazon WW RR&S is looking for a System Development Engineer who will join the team which supports all software application responsible for shipment, item availability, customer promises, shipment optimization and other functions related to fulfillment services process. Your problem resolving skill will benefit customers directly, insuring Amazon able to meet all its commitments to our customers. Primary responsibilities include troubleshooting, diagnosing and fixing production software issues, developing monitoring solutions, performing software maintenance and configuration, implementing the fix for internally developed code (Perl, Ruby, C/C++, JAVA), performing SQL queries, updating, tracking and resolving technical challenges, build and develop tools which will automate daily operational activities. Responsibilities also include working alongside development on Amazon Corporate and Divisional Software projects, updating/enhancing our current software, automation of support processes and documentation of our systems. Your solutions will impact our customers directly! This job requires you to constantly hit the ground running and your ability to learn quickly and work on disparate and overlapping tasks will define your success. High Impact production issues often require coordination between multiple Development, Operations and IT Support groups, so you get to experience a breadth of impact with various groups. The ideal candidate must be detail oriented, have superior verbal and written communication skills, strong organizational skills, able to juggle multiple tasks at once, able to work independently and can maintain professionalism under pressure. You must be able to identify problems before they happen and implement solutions that detect and prevent outages. You must be able to accurately prioritize projects, make sound judgments, work to improve the customer experience, and get the right things done. - Knowledge of at least one modern programming language such as C, C++, Java, or Perl - Experience programming with at least one modern language such as C++, C#, Java, Python, Golang, PowerShell, Ruby - Experience tools for automation (building, testing, releasing or monitoring) - Knowledge of and proficiency in the use of Python scripting language - Experience on highly concurrent, high throughput systems and knowledge of complex distributed systems

Job Title: Global Process Specialist - Purchasing Location: Hyderabad About the job: At Sanofi we chase the miracles of science to improve people s lives. We are dedicated to making a positive impact on the lives of the patients and families we serve, and we accomplish our goals through world-class research and with the compassion and commitment of our employees. As we continue to transform the practice of medicine, the next chapter of Sanofi s Play to Win strategy will require a focus on delivering transformation and simplification of our core processes, optimizing resource allocation and deployment to fuel business growth and investment in science. This position is part of the P2P Global Process Owner team within the Sanofi Business Services (SBS) organization reporting to the Global P2P Purchasing Operations Lead. The purpose of the Global P2P Purchasing Support Expert is to provide globally an accurate Support of Purchasing solutions and processes. Also, the position is responsible to manage and maintain globally the eBuy system business configuration (Coupa platform) and assist with data analysis and reporting. The Coupa System Expert will also be responsible for day-to-day task management and provide regular status updates and escalate issues as needed. The Global P2P Purchasing Support Expert belongs to the L3 Purchasing Business Support team in P2P and delivers a sustainable and compliant support process: functional tool/solution expertise, support and guidance on Purchasing tools, systems and processes. Concretely the Global P2P Purchasing Support Expert will manage Centralization of sensitive systems configuration to reinforce global standards and P2P/Purchasing Core Model. Recurring Activities: User Access Management, Ticketing, Sanity Checks & Core Model alignment, etc. Reporting factory and KPI Management Internal Control Process & SoX Audits (P2P mitigating controls, internal and external audits).The Global P2P Purchasing Support Expert will work closely with colleagues in the SBS team as well as the Global Digital/ITS teams to prioritize user experience and support services. Main responsibilities: L3 Business Support and recurring activities: Provide Purchasing Process & Systems expertise and support via ticketing tools (C2R, One Support Portal, ServiceNow). Manage incoming tickets, issues or queries. Act as business P2P Purchasing specialist also with an end-to-end view on the Purchase-to-Pay Process (PR, PO, GR, Invoices). Able to clearly articulate solutions to complex technical problems in a clear and simple way. Support and guide eBuy Support teams (L2) all over the world to improve their skills and knowledge. Support internal testing, projects and system upgrade activities. Manage hyper care periods after project go-live: support system issues/queries from business users. Identification of potential improvements to reduce the P2P Purchasing support cycle, Seek resolution of tickets at L1 or L2 level through communication, FAQ, technology support. Enhance and maintain the C2R Knowledge Base (One Support Portal P2P Purchasing articles). Handle escalations from Level 2 support team in collaboration with the Global BPO & P2P Support Model Lead. Provide centralized reporting and on-demand analysis (Reporting Factory on transactional data). Maintain training documentation accordingly to the last enhancements and tools upgrades. Provide KPIs on ticket resolution and internal SLAs. Provide subject matter expertise to ensure effectiveness and correct adherence to global policies, procedures and the P2P Core Models. Promote/enforce agreed P2P Core Model standards and best practices ensuring the proper alignment within the regions according to the Global P2P & C2R Strategy. Contribute to enhance existing support strategies to improve customer interaction in coordination with the P2P BPO & Support Model Lead. Coupa Purchasing Module System Global Business Configuration/Administration: Manage functional/business eBuy and/or P2P Purchasing systems global configuration worldwide. Manage Configuration Master Data taxonomy in the application in line with SAP configuration. Create, update and maintain approval workflow configuration. Create, update and maintain legal entities setup in the tool ensuring configuration consistency. Serve as a subject matter expert for the Coupa application, performing user training and maintaining required documentation in coordination with the Global P2P Purchasing Solutions Lead. Assist the P2P business community in the development of ad-hoc reports or queries using various tools. This will require the ability to understand data structures and analyze data retrievals. Work closely with Global Digital/ITS and with the Global P2P Purchasing Solutions Lead to escalate performance and functional issues with Coupa vendor product support. Provide subject matter expertise to ensure effectiveness and correct adherence to global policies, procedures and the P2P Core Models. Audits, Internal Control Process Management and Compliance (Sox tools): Execute and manage the P2P Mitigating Controls (Sox controls) in Purchasing Tools, in line with P2P SOPs and Internal Control Manual. Strong Coordination/alignment to ensure guidance and compliance by all countries worldwide. Contribute to local or regional audits in regard to P2P.Manage Sox Central Audit. Contribute on Purchasing Systems Implementations and Coupa Release Upgrades: Contribute on P2P Purchasing projects by managing the required eBuy/P2P systems configurations. Contribute on the internal department projects or Global P2P projects requiring his/her tool expertise. Support internal testing, projects and system upgrade testing activities to ensure business requirements are met. Manage hyper care period: support system issues/queries from business users after go-live. Contribute on the Coupa Release Lifecycle and/or Change Requests on P2P Purchasing processes & systems in coordination with the Global P2P Purchasing Solutions Lead. Global P2P Support Model and Performance Monitoring: Promote/enforce agreed P2P Core Model standards and best practices ensuring the proper alignment within the regions according to the Global P2P & C2R Strategy. Contribute to enhance existing support strategies to improve customer interaction in coordination with the P2P BPO & Support Model Lead. About you: Experience: At least 5 years of tangible customer service experience in advanced support functions roles (supporting functionally Coupa, SAP MM and/or P2P tools). Demonstrated transversal mindset and ability to work across processes, geographies, languages, cultures, business maturity levels. Skilled at working effectively and professionally with all business stakeholders at a regional or global level. Ability to work efficiently; deliver high level of user experience service and proven track record of managing assignments with strict deadlines. Technical and Soft skills: Sound experience in Customer Support related positions. Demonstrated strong focus on P2P systems functional administration and bug fixing (Level 3 Business Support). Good understanding of P2P and Purchasing processes and systems. Experience with ServiceNow and/or ticketing systems. Experience with Coupa Platform (PR to GR) (support, configuration, bugfixing). Experience with delivering service reporting - KPIs, SLAs, etc. Proven efficient analytical skills; attention to detail, diligently follow up on many items that are simultaneously in various stages of completion. Strategic thinking and process impact understanding. Rigorous, structured and methodical. Microsoft Office advanced Level in Excel, Word and PowerPoint. Coupa Platform Certification and Coupa Analytics Certification (it is a plus). Education: Engineer Degree (IT or equivalent) or master s degree in business administration or finance. Language skills : Excellent written and oral communication skills. highly proficient in spoken and written English

Who are we? FalconX is a pioneering team of operators, investors, and builders committed to revolutionizing institutional access to the crypto markets. Operating at the intersection of traditional finance and cutting-edge technology, FalconX addresses the industrys foremost challenges: Navigating the digital asset market can be complex and fragmented, with limited products and services that support trading strategies, structures, and liquidity found in conventional financial markets. As a comprehensive solution for all digital asset strategies from start to scale, FalconX operates as the connective tissue empowering clients with seamless navigation through the ever- evolving cryptocurrency landscape. What you ll be working on? Account Administration: Manage the KYC process for users across various accounts Assist with user management tasks (permission changes, 2FA resets, API Management) Troubleshoot account and product issues (withdrawals, transfers, fee discrepancies) Recon activities- working with Coverage team and cross-functional teams to relay required information to clients Support the RMs on the Edge product related workflows Product Support: Provide in-depth support for customers on platform related issues (FX360) Create and maintain Sandbox accounts for client testing before going live Support Coverage teams with KYC refresh processes for accounts Data Analysis and Reporting on an as-needed basis Pod Support: Assist sales teams with APAC focussed event coordination Create and manage chat channels and adding global team members Contribute to ongoing process improvement initiatives Assist in token approval process for the pod Requirements 5+ years of relevant experience In-depth understanding of the crypto industry, including the different types of cryptocurrencies, the underlying technology, and the regulatory landscape Demonstrated attention to detail, organization, prioritization, and time management skills A passion for the crypto space Familiarity with software tools such Microsoft Excel, Google Sheets, Salesforce (Salesforce ideal but not required) Ability to interface with clients collaboratively - be supportive to their needs while also gently pushing them forward in a process Program management skills - Understanding statuses, updating status documents, capturing information on how to unblock blocked situation, escalating issues to leadership Notice at Collection and Privacy Policy Applicants located in California and/or applying to a role based in California, please refer to our Notice at Collection and Privacy Policy here . Inclusivity Statement FalconX is committed to building a diverse, inclusive, equitable, and safe workspace for all people. Our roles are intended for people from all walks of life. We encourage all those interested in applying to our organization to submit an application regardless if you are missing some of the listed background requirements, skills, or experiences! As part of our commitment to inclusivity, FalconX would like to acknowledge that the EEOC survey has limited potential responses that you can select. For legal reasons, FalconX must use this language to align with federal requirements, however, we want to ensure that you are able to provide a response to our own voluntary survey questions about your identity that best aligns with your most true self. FalconX is an equal opportunity employer and will not discriminate against an applicant or employee based on race, color, religion, national origin, ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, veteran or military status, genetic information, citizenship, or any other legally-recognized protected basis under federal, state, or local law. Applicants with disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and other applicable state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on FalconX. Please inform FalconX s People team at recruiting@falconx.io, if you need assistance with participating in the application process.

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 SLA’s 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-Level 1.

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 SLA’s 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: Invoice to Pay(Transactional Accounting).

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 SLA’s 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: O2C (Transactional Accounting Services).

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 SLA’s 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 SLA’s 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 SLA’s 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: HWS (Empl Helpdesk)).

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 SLA’s 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: HWS (Empl Helpdesk)).

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 SLA’s 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 SLA’s 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

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 SLA’s 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: Payroll(HCM).

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 SLA’s 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(SC).

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 SLA’s 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(Product&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 SLA’s 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: O2C (Transactional Accounting Services).

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 SLA’s 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: Content Moderation.

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 SLA’s 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: Content Management.

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 SLA’s 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: Invoice to Pay(Transactional Accounting).