Software Support Specialist for Digital Applications

3 weeks ago


Pune, Maharashtra, India Fulcrum Digital Full time
About the Role

We are seeking a skilled SaaS Application Support Specialist to join our team at Fulcrum Digital.

This role is responsible for providing top-notch technical support to our customers, troubleshooting issues, and resolving problems efficiently.

The successful candidate will play a crucial part in ensuring the seamless operation of our SaaS application and maintaining high customer satisfaction.

Key Responsibilities
  • Receive and triage incoming support tickets and inquiries via various channels
  • Quickly identify and resolve common issues using established troubleshooting procedures
  • Provide clear and concise explanations to customers, often in non-technical terms
  • Document all interactions and resolutions in the ticketing system
Requirements
  • L1 Support:
    • Investigate and diagnose common technical issues
    • Escalate critical issues to higher-tier support or development teams as necessary
  • L2 Support:
    • Investigate and diagnose more complex technical issues
    • Collaborate with development teams to identify and implement solutions to recurring problems
  • Customer Relationship Management:
    • Build strong relationships with customers and maintain a positive customer experience
    • Proactively communicate with customers regarding issue status and resolution timelines
  • System Monitoring and Maintenance:
    • Monitor system performance and identify potential issues
    • Perform routine system maintenance tasks, such as software updates and configuration changes
About Us

Fulcrum Digital is a leading provider of culinary solutions for food management companies and self-operators.

We empower our clients to automate and streamline business operations, reduce food costs, and increase revenue.

What We Offer

As a SaaS Application Support Specialist at Fulcrum Digital, you will have the opportunity to work with a talented team of professionals and contribute to the development of innovative solutions.

You will also have access to ongoing training and professional development opportunities to enhance your skills and knowledge.



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