Department: Application Support

Location: India - Resident (0008)

Description

We believe that understanding and valuing our customers is the key to success. As Vena’s Application Support Analyst, you will be responsible for creating a World Class customer experience with every customer interaction. The day-to-day will include assisting customers with product related questions, troubleshooting technical issues, providing guidance and recommendations, engaging internal teams to drive issues to resolution, and more.We are looking for an individual who aims to provide constant value to our customers while looking for ways to improve our Support offering. The Application Support Analyst will be a dependable, agile, adaptive, self-starter. Are you ready to work in a quick-paced, exciting environment that will challenge you each day and contribute to your personal and professional growth?

How You'll Make An Impact

Become an expert in the Vena application, Microsoft Excel, and more
Prioritize and resolve a high volume of customer requests within Service Level Agreements (SLAs)



and ensure interactions result in high customer satisfaction scores
Assist customers with product related questions, troubleshoot technical issues, provide technical guidance and recommendations
Support customers via multiple channels, including but not limited to, email, chat, phone, and web-sessions
Clearly set and communicate expectations to customers and internal stakeholders
Manage customer expectations regarding issue priority, resolution time, and suitability of workaround provided
Provide timely updates and remain responsive throughout a request
Collaborate with and engage internal teams to drive issues to resolution
Proactively monitor for emerging patterns and raise awareness around customer feedback and challenges
Creating Knowledge base articles, internal guides, and other team assets, as required
85% is spent on resolving customer issues
5% in meetings (1:1, team huddles etc.)
10% ong

📌 Application Support Analyst (Indore)
🏢 Vena Solutions
📍 Indore