Product Support Specialist

Highlight of the engagement opportunityNature of role: Graduate with technical backgroundNumber of years of experience expected: 2-5 years.Areas of experience preferred: Providing product support for GRC solutions, implementation of GRC solutions, support on No-code platforms, customer handling experienceEducational qualification expected: Bachelor’s degree.Additional qualifications/ certifications required: NA.Preferable additional certifications: Experience with ticketing systemPreferred geography of previous work experience: India, Middle East, APACLanguage requirements: Ability to write and speak fluently in English. Excellent written and verbal communication skills, with the ability to articulate complex technical issues to both technical and non-technical stakeholdersApplication experience: Development/ Implementation experience to GRC tools such as Pentana, MetricStream, Open Pages, SAP Audit, etc. is preferred.Acies is seeking a highly motivated and customer-focused Support Engineer to join our Customer Support team. The successful candidate will be the first point of contact for our B2B clients, providing initial technical assistance and issue resolution for our software products across the treasury, risk, finance, and regulatory compliance domains. This role requires a blend of technical aptitude, problem-solving skills, and excellent communication to ensure client satisfaction and efficient support delivery.Key responsibility areas: First-Line Technical Support: Provide timely and effective initial technical support to clients via phone, email, and ticketing system for inquiries related to Acies' software products.Issue Triage & Resolution: Accurately identify, diagnose, and resolve basic technical issues, common user errors, and configuration problems. Follow documented troubleshooting steps and solutions.Incident Logging & Tracking: Meticulously log all client interactions, incidents, and requests in the ticketing system, ensuring clear and comprehensive documentation.Escalation Management: Efficiently escalate complex or unresolved issues to L2 Support Engineers, Product Managers, or Development teams, ensuring all relevant information is provided for swift resolution.Client Communication: Maintain professional communication with clients, providing regular updates on issue status and estimated resolution times.Knowledge Base Contribution: Contribute to and utilize the internal knowledge base, creating new articles and updating existing ones to improve self-service options and support efficiency.Monitoring & Reporting: Monitor system health, alert dashboards, and common support trends. Contribute regular reports on support metrics and common issues.Product Understanding: Develop a strong understanding of Acies' software products, their functionalities, and common use cases within treasury, risk, finance, and regulatory compliance.Continuous Improvement: Proactively identify opportunities for process improvements within the support function to enhance client satisfaction and operational efficiencyFeedback to product teams on recurring issues and frequent user problems in order to improve in the base system.Other important information:Work permit requirements: Either Indian Citizen or having valid work permit to work in India.Period of engagement: Full-time positionProbation period: 6 monthsCompensation: Compensation varies depending on the skill, fitment and role played by the person. Compensation discussions will take place post the selection process.Performance incentives: Typically, all roles at Acies have a performance incentive. Specific aspects will be discussed during the compensation discussionLeave: 22 working days a year. Additional leaves for national holidays, sick leaves, maternity and paternity, bereavement and studies vary based on the city and country of engagement.Other benefits: Other employment benefits including medical insurance will be informed during the compensation discussion.Career growth for full-time roles: Acies believes in a transparent and data-based performance evaluation system. You are encouraged to clarify any questions you have with respect to career growth with Acies personnel you interact with during the selection process.Career opportunities for part-time roles: Conversion of part-time roles to full-time roles depends on both performance of the individual and business needs. You are encouraged to ask about the prospects as you interact with Acies personnel during the selection process.Global mobility: Acies encourages mobility across our offices. Such mobility is, however, subject to business needs and regulations governing immigration and employment in various countries.Selection process:We seek to be transparent during the selection process. While the actual process may vary from the process indicated below, the key steps involved are as follows:Interview: There are expected to be at least 2 rounds of interviews. The number of interview rounds may increase depending on the criticality and seniority of the role involved.Final discussion on career and compensation: Post final selection, a separate discussion will be set up to discuss compensation and career growth. You are encouraged to seek any clarifications.Preparation required:It is recommended that you prepare on the following aspects before the selection process:Understanding of the support process and ticketing processGood spoken and written EnglishAbility to handle difficult conversations and hence may have to face stress interview.For any additional queries you may have, you can send a LinkedIn InMail to us, connect with us at https://www.acies.consulting/contact-us.php or e-mail us at careers@acies.holdings.How to reach us:Should you wish to apply for this job, please reach out to us directly through LinkedIn or apply on our website career page - https://www.acies.consulting/careers-apply.html