Senior Product Support Analyst

In this role, you will be part of a Global Team and work with global customers in implementing the AI-driven procurement solution offered by Zycus. Your responsibilities will include: - Working with customers to understand their configurations and usage patterns of Zycus applications such as Sourcing, Contract management, Supplier management, Procurement, etc. - Providing training to customers on upcoming changes for new releases every quarter. - Proactively communicating with customers and resolving their issues. - Planning, estimating, and driving the execution of change and service requests. - Identifying patterns in customer raised tickets (issues and queries) and working towards permanently addressing them. - Handling all aspects of maintenance of an already implemented Customer including business process mapping, requirements gathering, process configuration, documenting process flows, user interface configuration, user/supplier set-up, and testing support. - Collaborating with the Technical Account Manager to ensure on-time deliverables, increase efficiency, and resolve issues by coordinating with multiple Teams from Zycus & Customer side to achieve Customer Satisfaction. - Participating and contributing to best practices (tools/process), knowledge sharing like customer KYC. - Efficiently working on Zycus products configuration, Incident Management Tools, MS-Excel, etc. - Providing a strong technical understanding of the product with the ability to discuss and demonstrate the Zycus Solution and its configuration for meeting customers" business needs. To be successful in this role, you will need: - BE qualification - 2-5 years of experience - Willingness to work in 24 X 7 shifts - Excellent written and oral communication skills - Flexible, enthusiastic approach to work with a strong desire to learn new tools & techniques - Collaboration with various internal and external stakeholders - Ability to learn, execute, and excel, multitask, and work with priorities - Working hours as per the assigned geography and region Five Reasons Why You Should Join Zycus: - Zycus is a Cloud SaaS Company creating products using the latest technologies like ML and AI, with UI in Angular JS and mobile apps in React. - Recognized by Gartner as a Leader in Procurement Software Suites. - Opportunity to move between roles and functions within the organization. - Get a chance to work with global customers. - Create an impact on the product and transform ideas into reality, even for junior engineers.,