Functional Support Consultant will be responsible for providing support to our high-end, robust and scalable SaaS products. He/She plays a significant role as an extension of our internal teams, the ultimate ambassador who delivers continuous support from the advent of the conflict to the time it gets resolved. S/he should be keen to learn about our complex software products and have a people-first mentality.
Responsibilities
1. Responsible for providing product support to users of the applications.
2. Own customer reported issues and drive them to resolution meeting the SLAs
3. Provide a delightful customer experience by partnering with internal and external stake holders
4.
Supports and contributes to the growth of best practices for delivery of Have the will to learn and understand our products and their features to support and educate clients Follow the Quality and Process compliance to do the right thing for customers and the organization Dynamically prioritize tickets and multi-task when needed
5. To be a team player who can work in rotational shifts.
6. To empathize with client situations and provide quick resolutions or workarounds.
7. Have a cooperative approach to clearly communicate issues and resolutions with the internal teams and customers.
8. Requirements
9. 2 to 5 years of experience in Application Support preferably a SaaS application
10. Familiarity with tools & practices of the trade such as case management, knowledge base, defect & escalation management.
11. A technology-centric background
12. Strong logical, analytical and problem solving skills
13. Excellent communication skills
14. Can work in a fast paced, ever changing, start-up environment
15. Proficiency in running SQL queries is a plus
16. Scripting knowledge is a plus