Senior Client Service Technical Support Engineer (Night Shift)

Role Overview: As a Senior Client Service Technical Support Engineer at Navaera in Vadodara, Gujarat, you will play a crucial role in providing ongoing support to end-users by translating system issues into business consumable messages and vice versa. Your responsibilities will include leading triage and customer remediation activities, analyzing potential problems, escalating issues for resolution, and providing reporting/analytics on service systems. You will also collect end-user feedback to drive systematic enhancements and process efficiencies, act as a subject matter expert on service systems, and provide system support from production to implementation. Key Responsibilities: - Be a strategic partner by understanding the business perspective and the role of Services systems in running the business - Lead triage and customer remediation activities for production system issues - Identify and analyze potential problems, determine root causes, and propose solutions - Escalate issues effectively, communicate with the team and business partners, and drive towards resolution - Provide and review reporting/analytics on service systems - Collect end-user feedback and apply learnings to drive systematic enhancements and process efficiencies - Identify process improvement opportunities and collaborate with Operations and cross-functional partners to drive improvements in employee efficiency and client experience - Act as a subject matter expert on service systems, explaining how systems and tools impact business operations - Provide system support from production to implementation, including system maintenance on business configurable items - Analyze configuration requests, collaborate with partners for alignment, and provide system expertise during design and user acceptance testing on new functionality - Demonstrate excellent communication and interaction skills with various audiences and partners of varying technical ability - Communicate technical information clearly to non-technical audiences and vice versa Qualifications Required: Basic Qualifications: - 3+ years of experience in retail, services, or related areas - 3+ years of business and technical experience supporting business operations - 1+ years of experience in driving and implementing successful operational effectiveness - 1+ years of direct leadership experience, including leading projects Preferred Qualifications: - Bachelor's Degree - US B1 Visa (Required) - 1+ years of experience in data analytics - 1+ years of project management experience - 2+ years of experience with SQL - 2+ years of experience with Java in a support role - Effective communication skills (written, verbal, presentation, and facilitation) - Ability to partner and lead a group of peers and leaders to drive decisions and outcomes - Ability to understand and explain technical concepts - Strong problem-solving and analytical abilities - Proven ability to drive positive change - Proficient in Microsoft Office platform (Word, Excel, PowerPoint, etc.) - Experience in a fast-paced, high-volume environment,