Product Support Engineer

3 weeks ago

Bangalore, Karnataka, India Azentio Software Pvt Ltd. Full time

Job Description :


Azentio Software incorporated in 2020 at Singapore, has been carved out of 3i Infotech, Candela Labs, Beyontec Technologies and Path Solutions. Azentio Software provides mission critical, vertical-specific software products for customers in banking, financial services and insurance verticals and includes key products such as KASTLE- (Universal Lending), AMLOCK- (Anti-Money Laundering & Compliance software suite), PREMIA- Astra (Core Insurance software), ORION- (Enterprise Resource Planning software) and MFUND Plus- (Asset Management platform).

Azentio has over 800 customers in more than 60 countries, with a team of over 2,300 employees across offices in 12 countries (and growing) globally and is wholly owned by Funds advised by Apax Partners. Azentio offers a comprehensive range of products - serving core operations to modern digital needs - for the financial services industry. Our deep domain knowledge and solutions in financial services extend across insurance, retail and corporate lending, Islamic Banking, anti-money laundering and asset management.

In addition, Azentio proudly serves mid-market enterprises across the Middle East, Africa, Asia Pacific, and India with a comprehensive ERP solution. At Azentio, we believe that growth is a continuous journey. We believe that each step of this journey must be taken by committing to excellence - excellence in our products, our services, our ideas, and our people.

Responsibilities :

- Oversee the day-to-day operations of the team to ensure effective and efficient performance

- Working with the PM team during the sprint releases to help enhance the product with long-term solutions for customer/product issues

- Ensure 100% compliance to support SLAs

- Coach individual contributors to proactively engage clients to support and drive adoption and usage of specific products and features within the Orion solution, ensuring maximum business benefits for the client

- Coach individual contributors to ensure regular account outreach, report generation, and effective client engagement

- Ensure team is meeting expectations and meeting quarterly objectives and commitments

- Interact closely with Product Engineering team to resolve product architectural issues

- Working with stakeholders, including Customer Support team, Customer Success team and senior executive management to address customer/product issues effectively.

- Working cross-functionally with Support, QA, Engineering and PM teams to ensure timely responses and resolutions for customer/product issues

- Updating tickets in a timely manner.

- Providing regular reports to the management on product performance and customer issues.

- Managing prioritization and trade-offs between customer experience, business impact and product performance.

- Oversee the resolution of customer inquiries, issues, and escalations in a timely and efficient manner, ensuring customer satisfaction and retention.

Qualifications :

- Proven experience in a product support or customer service leadership role, preferably in a technology or SaaS company.

- Strong leadership skills with the ability to inspire and motivate a team.

- Excellent communication and interpersonal skills, with the ability to effectively interact with customers, team members, and stakeholders at all levels.

- Analytical mindset with the ability to leverage data and metrics to drive decision-making and process improvements.

- Solid understanding of customer relationship management (CRM) systems and support tools.

- Experience working in an agile environment.

- ERP experience would be a plus

(ref:hirist.tech)

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