Senior Consultant (Product Support)

Job Description

Customer-Centric Support: We prioritize the customer in every interaction, ensuring world-class Customer Satisfaction. Support is delivered in alignment with Service Level Agreements (SLAs) and performance metrics, coupled with timely, clear updates to customers regarding issue progress and resolution plans. Technical Expertise and Problem Resolution: Gain deep knowledge of our SaaS products, including HCM and Workforce Management solutions, to address escalated issues effectively. Use advanced troubleshooting techniques to replicate customer scenarios, identify solutions, and escalate to engineering as needed for resolution. Knowledge Sharing and Continuous Improvement: Contribute to our Knowledge-Centered Support (KCS) system by developing and maintaining articles. Build expertise in specific product areas to mentor team members, enhancing overall team performance and readiness. Collaboration and Stakeholder Engagement: Collaborate effectively with internal teams and stakeholders, ensuring smooth communication and issue progression. Serve as an escalation point for complex support cases, driving timely and satisfactory resolutions. Comprehensive Documentation and Training: Ensure thorough documentation, including user manuals, process guides, and support collateral, to facilitate seamless handovers and user onboarding. Conduct UAT briefings and support UAT sessions, addressing any configuration-related issues. Process Excellence and Customer Advocacy: Advocate for customers by collaborating with product teams to prioritize feature enhancements and align the product roadmap with customer need. On-Call Work Requirements: Participate in on-call rotations to provide occasional after-hours support to ensure seamless operations and collaboration. JOB REQUIREMENTS Basic Qualifications: Strong written and verbal communication, listening, and interpersonal skills Fluency in English (written and spoken) Proven analytical and problem-solving skills with exceptional attention to detail Minimum 3 years of experience supporting SaaS products in a customer-facing role Strong organizational and time-management abilities, with a track record of achieving high customer satisfaction and meeting performance metrics Proficiency in using computer applications, including the Microsoft Office Suite Preferred Qualifications: Experience with HCM solutions, especially those integrated with SAP SuccessFactors Familiarity with APIs and networking protocols (TCP/IP, SFTP, VPN) Familiarity with databases, basic SQL queries, and data management tools Experience with case-tracking systems and related tools like JIRA