- Direct interaction with customers, assisting with the support and troubleshooting of SaaS or On-Premises, API integrations etc.
- Communicate with customers via phone, email, or case (ServiceNow portal).
- Serve as a primary customer contact for planned software upgrades, maintenance activities, and product changes, ensuring clear communication, setting expectations, ownership on assigned cases and addressing customer questions or concerns with confidence.
- Assess, categorize, and prioritize support issues based on business impact, severity, urgency, and available resources, ensuring critical issues are addressed promptly, and work is effectively managed in accordance with service level agreements (SLAs)
- Document calls with screenshots and detailed notes of the troubleshooting steps taken while on the call.
- Troubleshoot and test issues reported by customer on local/cloud test instance. Fully document and escalates if necessary.
- Follow procedures to troubleshoot software application issues.
- Stays up to date with software updates and/or changes to be able to provide timely and accurate solutions to customers.
- Create/review/update customer-facing and internal knowledge articles.
- Conduct focused training sessions on how to use specific features in the application.
- Collaborate with other teams (integrated ERP) on Daily Data exchange failures.
- Conduct focused training sessions on what s new in the application.
What you ll likely bring:
- Any B.E. degree or a Masters / Bachelors in CS if non-engineering.
- Must have good understanding of the APIs and troubleshooting issues related to them using tools like postman.
- Basic knowledge of MS-SQL, HTML Language.
- Comfortable with highly technical application Microsoft Product.
- Understanding and adhering to escalation paths so that issues are resolved in conjunction with outlined SLAs.
- Ability to effectively communicate both verbally and in writing.
- Strong problem-solving and troubleshooting skills.
- Experience in a support environment.
- 3+ years of applicable experience and demonstrated success/knowledge.
What could set you apart:
- ERP application knowledge.
- Familiarity with ServiceNow will be helpful.
- Experience with Supply chain concepts and probability and statistics.
- Basic understanding of Database Backup/Restore.
- Basic knowledge about XMLs and XSDs for troubleshooting data related issues
- Intermediate level knowledge of SQL scripts (like subquery, JOINS, UNIONS) is added advantage
Shift Timings: 5:30pm - 2:30am IST
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Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.