Job Opportunity - Application and Senior Application Support Engineer
- GEP
- 1 - 6 years
- Mumbai
- 1 month ago
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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 & ConsultingFunctional Area / Department: Customer Success, Service & Operations
Role Category: Voice / Blended
Role: Technical Support - Voice / Blended
Employement Type: Full time
Contact Details:
Company: GEPLocation(s): Mumbai
Keyskills: Customer Support Technical Support Application Support Software Support Client Support Product Technical Product Support
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