Engineer-Product Support
- Sakon
- 2 - 4 years
- Pune
- 3 months ago
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Job Description
Position: Engineer-Product Support
Job Location: Pune, India
Work Mode- Hybrid
Shift Time- Rotational Shifts including night shifts
Our journey
Sakon offers a SaaS platform and services to optimize enterprise mobility expenses, lifecycles, and support. Integrating data from carriers, HR, MDM, and Finance, it streamlines workflows, provides insights, and ensures accurate reporting. Features include invoice auditing, lifecycle management, 24x7 support, and seamless ServiceNow integration. Additional services like MDM administration and BYOD management enhance operations, driving savings and efficiency. Manage mobile investments confidently with Sakon. Learn more at www.sakon.com.
The Value We Deliver
SAKON empowers employees with self-service and real-time updates via a branded portal, app, email, chat, or ServiceNow. It streamlines policy management, optimizes costs, addresses usage issues, and integrates data from carriers, MDM, HR, and Finance. SAKON delivers insights, ensures compliance, and drives efficiency across mobile inventory and expenses.
Our Vision
Sakons vision is to be the leading enterprise communications SaaS Platform and services provider. We will continue to foster and develop a culture that values:
- Innovation: At Sakon, we foster creativity and curiosity by asking our employees to think big to dynamically improve our products and services.
- Execution: We encourage employees to take calculated risks and strive for excellence. We have an unrelenting drive for results.
- Customer Focus: We start by listening and then execute flawlessly to delight our customers. We meet our commitments to our customers and to each other.
- Integrity: Above all else, we act honestly and ethically and take responsibility for ourselves and our actions. We are transparent in our decisions.
- Diversity: We value diversity by celebrating each of our unique talents, abilities, and backgrounds enabling us to create a culture of inclusivity.
Role Overview/Your Impact
- This position requires you to take full accountability ownership and resolution of all problems concerning our Telecom Expense Management Applications
- Liaison with Product team and Engineering Teams to solve/report any Product Issue
- Create appropriate knowledge base articles to update the knowledge base library
What Does team do
The Department of ITOPS is primarily responsible for Supporting all Application related Issue i.e. Managing access, Logins, Configurations. Liaison with the Product Team and the engineering team to assist in resolving product related issues. Handle Change Request related to product and process. Coordinate with cross functional teams to triage issues correctly.
What will you do
- Understand Sakon Device Application and key functionalities required for a regular functioning and Operations.
- Identify Product Design, identify customer requirements, and provide feasible solutions
- Proper documentation of the incident/request and take ownership to drive it till resolution.
- Coordinate with different stake holders to get the resolution or latest updates of the open issues.
- Communicate escalations /Issue to Ops Manager in a timely manner, ensuring that communication is professional and accurate.
- Regular follow up on the open requests/incidents and maintaining tickets SLA (service level agreement).
- L1 Troubleshooting of the reported incident before routing it to concerned team for the resolution.
- Maintain Daily report of Tickets received and Resolved
- Good analytical and problem-solving skills.
- Updating self-help documents so customers/employees can try to fix problems themselves.
- Candidate should be able to work in any shift which includes Weekends too. Also provide On Call support whenever required.
Our Expectations
- Candidate should be very good in both oral & written Communications and should have good Analytical skills.
- Good understanding of web based applications
- Hands-on experience with any of the ticketing tools.
- Should have advanced MS EXCEL skills like (Pivot table, Vlookup, Hlookup, etc)
- Should be able to find/understand data gap with the help of excel tool.
- Should have experience: 2-4 years
The SAKON Spirit
At Sakon, teamwork and excellence define our culture. Our diverse team of engineers, telecom experts, and CPAs share a passion for innovation and service. Driven by collaboration, our global teams deliver exceptional customer experiences, combining technical expertise with a human touch to achieve great results with enthusiasm and care.
Benefits and Perks
- Flexible Holiday Policy (choose your own holidays)
- Hybrid Working Options
- Life & Medical Insurance
- Focus on Skill Development, Re-imbursement for Certifications
- Wifi-Mobile bill reimbursement
- Employee wellbeing activities
Consent: We will be using your resume for job applications open with us for a full-time contract and will save them for future reference.
Job Classification
Industry: Software ProductFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer Success, Service & Operations - OtherRole: Customer ServiceEmployement Type: Full timeContact Details:
Company: SakonLocation(s): Pune
Keyskills: Web application support Product Support Ticket Management Incident Management Client Interaction Root Cause Analysis L1 Support L1 Technical Support Application Support Troubleshooting
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