Customer Support Associate

7 months ago

Hyderabad, India Elemica Full time

**About Elemica**

Elemica offers a state-of-the-art supply chain operating network in the areas of customer & supplier management and logistics — promoting new levels of efficiency and profitability for a leaner and more fully optimized supply chain. Elemica’s clients achieve significant value from reduced cost of operations, faster process execution with fewer resources through the automation of key business processes, removal of transactional barriers, and seamless information flow between business partners.

**Our Values**

All members of the Elemica team from our CEO to our newest entry-level employees are expected to adhere to a set of core values, which we think are critically important to our success.
- _Trust and Respect_
- _Growth and development_
- _Communication and Collaboration_
- _Accountability and Ownership_

**The Position - Customer Support Analyst, Global Customer Support**

Location : Gachibowli, Hyderabad(Remote)

**The Responsibilities**
- Assist clients with resolution of issues and service requests in a manner that ensures customer satisfaction in a timely manner
- Use appropriate software tools to identify and resolve client issues
- Facilitate escalations for critical issues
- Prepare client-facing communications, documentation and training materials suitable for international consumption
- Document and optimize processes, procedures, and solutions to ensure quick and efficient identification and resolution of client concerns
- Organize and plan meetings and conference calls for the purpose of resolving internal and external production environment related issues and concerns
- Research and report software bugs to the technical support team and development team
- Work with technical support team on education of product troubleshooting and issue resolution

**The Technical Skills Desired**
- Degree in Information Technology, Computer Science or Business Management, or other related major
- Ability to analyze business and functional problems
- Microsoft Office Suite of tools

**The Experience and Skills Required**
- Degree in Information Technology or related major preferred
- Strong analytical skills are a must
- Possess effective client facing communication skills with both technical and non-technical audiences
- Flexible, adaptable, and able to work independently including occasional after-hours support
- Able to handle multiple priorities in a fast-paced environment
- Exposure or experience with Incident Management and CRM tool
- Knowledge of eCommerce message formats and standards
- Exposure or experience with supply chain management business processes and systems
- Exposure or experience with logistics business processes and systems
- Exposure or experience with security, networking issues and technologies inherent in the use of the Internet in eCommerce solutions

**Elemica Benefits**
- Flexible Schedule
- Competitive Base Salary
- Bonus eligibility

**Additional Benefits**
- Work for the global industry leading digital supply network, where the executive team is focused on driving client success.
- Join a high functioning, collaborative team, where you can play an important role in growing the company.
- Work with an innovative product that drives significant value for clients.
- Competitive salary, bonus, pension plan, and benefits.

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