Senior Application Support Engineer

Job Description

Role & responsibilities Providing inputs to the team leads for the status update calls with the key stakeholders from the client side. Develop a sound understanding of the organizational policies, procedures and eProcurement tools and implement it on a day-to-day basis. Provide technical assistance via phone, email and WebEx to clients, across the globe for eProcurement tools. Proactively communicate issue status in a timely way to the clients and the management. Take ownership of issues until they are successfully resolved. Ensuring the timely resolution to meet our 'Service Level Objectives' (SLOs). Answering inbound calls of clients as per the SLA`s and ensure resolution on call first fix. Making outbound calls to clients if process demands so. Ensuring complete documentation with the ticketing system for ease of reporting and follow-up as per the process. Efficiently and concisely document support calls/email support inquiries and resolution in to the company's tracking system, practicing ITIL concepts. Filing Solutions and Problem Reports. Co-coordinating with various concerned. departments to ensure the dynamic fixture of bugs and issues. Analysis of issues, collecting of right information. Perform special projects as requested by the Manager. Deliver product training courses to customers and internal staff. Develop a strong professional rapport with assigned customer accounts to help build our business. Ensure customer feedback as per the set standards of the company. Practice process improvements as defined. Perform UAT`s as required and ensure complete documentation as defined over the weekends. Preferred candidate profile Excellent communication written and verbal. Analytical aptitude and business acumen. Excellent follow-up & coordination skills. Knowledge of computer software applications, MS Excel, Word & PowerPoint (PF). ITIL Certification. Accent Trained. Know how of Procurement or Supply Chain Management.