The role includes performing detailed requirements analysis, documenting processes, and performing user acceptance testing. This position requires analytical thinking and the ability to explain complicated concepts to non-technical individuals.

Job Responsibilities:

- Act as the primary functional point of contact for clients for all post-Go-Live queries and issues.
- Understand client processes and business requirements to assess and address functional queries effectively.
- Analyze reported issues and identify whether the issue is related to process, configuration, product behavior, or requires technical intervention.
- Provide functional solutions, guidance, and workarounds wherever applicable.
- Own client issues from the time of reporting until resolution and closure.
- Log, categorize, prioritize, and track issues in accordance with defined TAT, SLA, and severity guidelines.
- Coordinate with Product, Technology, QA, Solutioning, and other internal teams for issues requiring further investigation or intervention.
- Follow up proactively with internal teams and ensure issues are resolved within agreed timelines.
- Keep clients informed about issue status, expected resolution timelines, dependencies, and next steps.
- Handle client escalations and ensure appropriate communication and follow-up until closure.
- Conduct functional walkthroughs and explain product functionality or process-related queries to client users whenever required.
- Maintain proper records of client queries, resolutions, workarounds,



and recurring issues.
- Identify recurring issues and work with relevant teams to support root-cause analysis and permanent resolution.
- Identify frequently raised queries and contribute to the creation and improvement of FAQs, knowledge articles, and support documentation.
- Capture client feedback and recurring requirements and share relevant insights with the Product and Solutioning teams.
- Support smooth client adoption by providing functional guidance during the post-Go-Live phase.
- Monitor support trends and identify opportunities to improve client experience and support efficiency.
- Manage multiple client issues and priorities while maintaining strong ownership, responsiveness, and attention to detail.

Skills & Requirements:

- Good understanding of business processes and workflow applications.
- Basic understanding of implementation, UAT, testing, and Go-Live.
- Valuable understanding of TAT/SLA management.
- Solid client handling and communication skills.
- Good analytical and problem-solving ability.
- Ability to understand requirements and explain solutions clearly.
- Basic understanding of APIs, integrations, and configurations.
- Good coordination skills and ability to work with cross-functional teams.
- Strong ownership and ability to manage multiple tasks.
- Experience in SaaS / FinTech / BFSI / workflow products is an added advantage.

Pay: ₹550,000.00 - ₹650,000.00 per year

Benefits:

- Life insurance

Work Location: In person

📌 Application Support Engineer (Malleswara)
🏢 Melento
📍 Malleswara