Support Administrator

6 months ago

Bengaluru Karnataka, India Esko Full time

**Who We Are**:
**Esho is a part of Veralto’s** Product Quality & Innovation companies, which also includes Videojet, Linx, Pantone and X-Rite. Together, they help package and protect the world’s food, medicine, and essentials, tracing and authenticating billions of goods that travel the global supply chain every day.

Esko is a global provider of integrated software and hardware solutions that accelerate the go-to-market process of packaged goods. Our products empower teams to support and manage the packaging design and print processes for brand owners, retailers, pre-media and trade shops, manufacturers, and converters.

**Veralto** is a global leader in essential technology solutions with annual revenue of nearly $5 billion and a proven track record of solving some of the most complex challenges we face as a society. Our industry-leading companies and globally recognized brands are building on a long-established legacy of innovation and customer trust to create a safer, cleaner, more vibrant future.

More important than what we do is **how we operate together** as a team across our global organization. Each of our businesses has a unique local culture which is inspired by variety of perspectives our diverse team members bring to the table. However, Veralto and all our businesses share the same foundation comprised of our values and passion for continuous improvement through the Veralto Enterprise System that enables our teams to bring our unifying purpose to life around the world.

**Additional Information**:
Vide on “who we are” and “our Veralto Values”.

**What We Value**

**The Support Administrator** **is a unique opportunity to**

Contribute in a meaningful way by providing quality and efficient technical service to one of our valued SaaS customers and one of the largest recognized Brands in the world**.**

**The Support Administrator is responsible for the following**:

- End User Support
- Security Maintenance & Administration
- Data Maintenance & Administration
- Reporting and continuous improvement
- Training & Demonstrations
- Workflow & Site Configuration Responsibilities

**In this role, the Support Administrator will**:

- Act as the main point of contact for end-user support for the customer’s WebCenter site.
- Provide end-user support remotely on a daily basis.
- Maintain and modify the customer’s site by managing user accounts, creating and editing attributes, and fine-tuning end-user security settings.
- Understand and adhere to any Site Maintenance workflows and Standard Operating Procedures established by the customer and the ESKO global Solution Architect team.
- Provide software and procedural training to users and assist customer sponsors in supporting the system's use within the customer organization.
- Provide reports, evaluations, and other paperwork as requested by the Customer management.
- Escalate issues to Supplier (ESKO) Technical Support as needed and stay closely involved in any support and status calls required to resolve issues.
- Keep themselves up to date on latest ESKO innovations and, in consultation with the Solution Architect team, propose platform improvement in conjunction with Customer’s objectives.
- Be able to make small workflow adjustments to the system in order to support continuous improvement initiatives.
- Work as one of the liaisons between ESKO and the customer in order to help the customer get the maximum outcome out of their investment in the platform.
- Work as a team with other System Admins, internal customer Stakeholders, and ESKO colleagues involved in the account.
- Use tools provided by the customer to support the management of incoming requests (Excel, Jira, Azure DevOps, Smartsheet, etc ) and as part of continuous improvement, update related processes and workflows to increase efficiency.
- Excellent communication and presentation skills, both verbal and written.
- Be an agent of change and improvement, always seek new ways of improvement, and seek challenges to resolve them.
- Ability to configure WebCenter or aptitude to learn quickly from ESKO’s internal training programs and mentoring opportunities.
- Active learner who enjoys discovering solutions to problems by building and testing new ideas.
- Strong problem-solving skills and capability to maintain focus in a demanding environment.
- Ability to adjust assignments to best align with customer’s needs.
- Attention to detail, ability to understand and adapt to company and customer processes and procedures.
- Technical aptitude and interest in embracing new technologies to maintain and increase customer satisfaction.

**Your Education and/or Background Experience will include**:

- Three to Five years’ experience with SaaS or Enterprise software solutions in a support role
- Bachelor’s degree in Computer Science or related discipline
- Involvement in Graphic Services Production or with Digital Asset Management solutions
- Experience in leading user training
- Kn

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