Customer Support Associate

3 weeks ago

Hyderabad, India Innovapptive Full time

**Customer Support Associate**

**Location**: Hyderabad, India.

**Employment Type**:Full-Time; Salaried.

**Compensation**:Base Salary, Bonus, Medical, etc.

**About Us**:
At Innovapptive, we are bringing the industrial front-line worker, back-office and assets together. Our platform is the only patented and “Code-Free” connected worker platform for SAP and IBM Maximo and is disrupting and digitizing archaic, tedious, & labor intensive paper-based processes for maintenance, operations, & supply chain. The industrial front-line workers are empowered with a suite of highly reconfigurable mobile apps, while the back-office has real-time visibility into the front-line workforce with better planning, scheduling, adoption monitoring and actionable insights. Some of the world’s largest brands such as Newmont Mining, Dominion Nuclear, Hess, Shell, UNICEF, ConocoPhillips, Reckitt Benckiser are digitally transforming their back-office and front-line industrial worker experiences. We are saving companies millions of dollars by improving their asset uptime, productivity, safety, and talent challenges, while delivering jobs better, faster, cheaper and safer.

We are backed by Tiger Global Management, a Global Marquee Fund with over $30 Billion of Assets Under Management (AUM). Tiger Global Management has a reputation of investing and building some of the world's "Unicorn" brands such as Spotify, Netflix, Facebook, LinkedIn, Amazon, Peloton, Harry's, Ola, Flipkart, Freshworks and many more.

Our mission is made possible by Innovapptive’s most important asset: our people. We come together through collaboration and ambition in a team-driven culture. Through the success of our product, we have seen monumental growth in our workforce, and we constantly look for exceptional talent to join us. At Innovapptive, you are challenged with dynamic tasks that drive your professional development and career growth. Join us on our journey to deliver an innovative connected worker experience and to empower 350 Million Industrial Front-Line Workers around the world with the ability to truly harness the power of connected worker experience by improving the working life of a front-line worker and the back-office employee.

**The Role**

Innovapptive has been growing rapidly as our Connected Worker Platform becomes the software of choice for industrial companies across the globe. We are now ready to double down and hit the accelerate button and increase our market penetration. We are looking for a Customer Support Associate who will provide defined and agreed support for customers.

The Customer Support Associate needs to initiate ownership of product support issues that will be tracked through Helpdesk. The Customer Support Associate will be able to provide needful L1 Level support to the customer and will follow up until the case has been closed or reassigned to another individual or department following the agreed timeline which is defined as SLA.

The Customer Support Associate should be ready with adequate knowledge to handle the initial Support which even may lead to closing the issue at his first level of interaction but not limited to this only as expected.

Customer Support Associate should contribute to KB Articles by making documentation on known errors which will be experienced from day-to-day support and can provide a new IDEA.

Customer Support Associate will be expected to use available Knowledge Materials and/or consult with product experts to advance the resolution of the issue in a timely manner. In addition, the Customer Support Associate will be provided with needful Training and support to fulfill this function will be supplied by the Innovapptive Customer Support Team.

The Customer Support Associate will assist Innovapptive Customers by providing quality customer service under direct supervision of the Customer Support Manager.

**How You Will Make an Impact**:
Initially, this role will impact the following functional areas:

- Support ticket management and reporting
- Take ownership by tracking, prioritizing and following through
- Provide clear problem and progress logging
- Drive adherence to support policy and SLAs
- Provide a customer-centric positive experience
- Functional testing, replication, root cause analysis, and BAdi support
- Replicate the customer issues and provide first-call analysis.
- Work on scheduled support duties (flexibility to work day and night shifts).
- Effective cross-functional and customer communications

With experience and performance
- Collaborative troubleshooting and functional testing with engineering and product
- Quality testing, test script writing and quality assurance
- Application configuration and live integrations
- Exposure to how SAP is integrated and configured (with Innovapptive solutions) for Plant Maintenance, Warehouse Management, Material Management

**What You Bring to The Team**:
**Required Qualifications**
- Excellent communication skills both written a

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