* 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 transparent 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.
* Diagnose technical and/or software configuration issues.
* 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 bo