Support Consultant

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.