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Job Opportunity - Application and Senior Application Support Engineer @ GEP

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 Job Opportunity - Application and Senior Application Support Engineer

Job Description

Role & responsibilities

  • Providing inputs to the team leads for the status update calls with the key stakeholders from the client side
  • Develop a sound understanding of the organizational policies, procedures and eProcurement tools and implement it on a day-to-day basis
  • Provide technical assistance via phone, email and WebEx to clients, across the globe for eProcurement tools
  • Proactively communicate issue status in a timely way to the clients and the management.
  • Take ownership of issues until they are successfully resolved. Ensuring the timely resolution to meet our Service Level Objectives (SLOs)
  • Answering inbound calls of clients as per the SLA`s and ensure resolution on callfirst fix
  • Making outbound calls to clients if process demands so
  • Ensuring complete documentation with the ticketing system for ease of reporting and follow up as per the process
  • Efficiently and concisely document support calls/email support inquiries and resolution into the companys tracking system, practicing ITIL concepts
  • Filing Solutions and Problem Reports. Co-coordinating with various concerned departments to ensure the dynamic fixture of bugs and issues
  • Analysis of issues, collecting of right information
  • Perform special projects as requested by the Manager
  • Deliver product training courses to customers and internal staff
  • Develop a strong professional rapport with assigned customer accounts to help build our business
  • Ensure customer feedback as per the set standards of the company
  • Practice process improvements as defined
  • Perform UAT`s as required and ensure complete documentation as defined over the weekends

Preferred candidate profile

  • Excellent communication written and verbal
  • Analytical aptitude and business acumen
  • Excellent follow up & coordination skills
  • Knowledge of computer software applications, MS Excel, Word & PowerPoint (PF)
  • ITIL Certification
  • Accent Trained
  • Knowhow of Procurement or Supply Chain management
  • Willing to work in Night Shifts - 6 PM onwards

Job Classification

Industry: IT Services & Consulting
Functional Area / Department: Customer Success, Service & Operations
Role Category: Voice / Blended
Role: Technical Support - Voice / Blended
Employement Type: Full time

Contact Details:

Company: GEP
Location(s): Mumbai

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Keyskills:   Customer Support Technical Support Application Support Software Support Client Support Product Technical Product Support

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GEP

Since our founding in 2007, ChargePoint has focused solely on making the transition to electric easy for businesses, fleets and drivers. ChargePoint offers a once-in-a-lifetime opportunity to create an all-electric future and a trillion-dollar market. At ChargePoint, we foster a positive and produc...