Navaera currently has an opening for Specialist Client Service Enginner in our Vadodara, Gujarat office. Navaera Software Services Pvt. Ltd. (“NSS”) is a division of Navaera Worldwide, LLC (“Navaera Worldwide”) that provides software development and support services to Navaera clients around the globe. NSS was established in 2014, and has grown to a total headcount of 30 developers and support staff.
At Navaera, the Specialist Client Service Engineer will be primarily responsible for providing ongoing support to the end-users by translating system issues into a business consumable message and translating business needs into systemic and operational solutions. The individual in this role will have a solid understanding of the business and lead problem-resolution for systems escalations by driving discussions and recommendations, clearly communicating business needs to the IT teams and technical solutions in a user-friendly, skilled manner to partners to drive efficiencies and outcomes on behalf of the enterprise.
Key Responsibilities
Be a strategic partner by understanding the business perspective and how the Services systems support running of the business
Lead triage and customer remediation activities associated with production system issue
Identify and analyze potential problems; looking for root causes and solutions
Effectively escalate issues, communicating with the team and business partners around current problems and driving toward resolution
Provide and/or review reporting/analytics on service systems
Identify process improvement prospects and partner with Operations and cross-functional partners to help drive improvements in employee efficiency and client experience
Provide system support (both legacy and future state) from production to implementation (including analysis and triage) and perform system maintenance on business configurable items
Analyze configuration requests and identify and collaborate with partners as needed to