Support Consultant

2 - 4 years

5 - 6 Lacs

Posted:-1 days ago| Platform: Naukri logo

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Job Type

Full Time

Job Description

Role & responsibilities

Understanding of software architecture, Configuration of the product to match customer requirements

  • Working with Master data, assisting with service requests and troubleshooting problems with data.
  • Client Interaction- Handle clients and communicate clients requirements to internal teams.
  • Collaborate with internal stakeholders and Clients to identify issues and provide technical assistance within defined SLAs..
  • Helping customers generate reports and offering thorough expertise to customers on the product and its usage.
  • Quality check of deliverables and conduct UAT with the client and get sign off.
  • Ensure users adoption post-go-live and share regular updates to clients.
  • Monitor tickets raised on the Support Tool and ensure strict adherence to SLAs and timely and effective resolution.
  • Provide Root Cause Analysis (RCA) for critical Tickets and Incidents
  • Maintain documentation of FAQs and address knowledge gaps.
  • Coordination with Internal and Client Stakeholders for Web/App upgrades and ensure smooth, timely releases.
  • Documentation of end-to-end test cases for any Change Request (CR) deployment or feature upgrade for Client.

Preferred candidate profile

Excellent communication skills (Written and Verbal), strong documentation skills

Computer and mobile-savvy with moderate knowledge of MS-Excel.

Understanding of the FMCG business model

Willingness and eagerness to work in a high-pressure fast-growing start-up environment

Experience in SaaS Product Onboarding and support will be an added advantage.

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