Software Product Support Specialist

5 days ago

Goa, India beBeeSupport Full time ₹ 7,50,000 - ₹ 15,00,000
Acies seeks a highly motivated and customer-focused Support Engineer to join our team. The successful candidate will be the first point of contact for our B2B clients, providing initial technical assistance and issue resolution for our software products across treasury, risk, finance, and regulatory compliance domains.This role requires a blend of technical aptitude, problem-solving skills, and excellent communication to ensure client satisfaction and efficient support delivery.Key Responsibilities:
  • First-Line Technical Support: Provide timely and effective initial technical support to clients via phone, email, and ticketing system for inquiries related to Acies' software products.
  • Issue Triage & Resolution: Accurately identify, diagnose, and resolve basic technical issues, common user errors, and configuration problems. Follow documented troubleshooting steps and solutions.
  • Incident Logging & Tracking: Meticulously log all client interactions, incidents, and requests in the ticketing system, ensuring clear and comprehensive documentation.
  • Escalation Management: Efficiently escalate complex or unresolved issues to L2 Support Engineers, Product Managers, or Development teams, ensuring all relevant information is provided for swift resolution.
  • Client Communication: Maintain professional communication with clients, providing regular updates on issue status and estimated resolution times.
  • Knowledge Base Contribution: Contribute to and utilize the internal knowledge base, creating new articles and updating existing ones to improve self-service options and support efficiency.
  • Monitoring & Reporting: Monitor system health, alert dashboards, and common support trends. Contribute regular reports on support metrics and common issues.
  • Product Understanding: Develop a strong understanding of Acies' software products, their functionalities, and common use cases within treasury, risk, finance, and regulatory compliance.
  • Continuous Improvement: Proactively identify opportunities for process improvements within the support function to enhance client satisfaction and operational efficiency
Important Information:
  • Work Permit Requirements: Either Indian Citizen or having valid work permit to work in India.
  • Period of Engagement: Full-time position.
  • Probation Period: 6 months.
  • Performance Incentives: Typically, all roles at Acies have a performance incentive.
  • Leave: 22 working days a year.
  • Other Benefits: Other employment benefits including medical insurance.
  • Career Growth: Acies believes in a transparent and data-based performance evaluation system.
  • Career Opportunities: Conversion of part-time roles to full-time roles depends on both performance of the individual and business needs.
  • Global Mobility: Acies encourages mobility across our offices.
Selection Process:
  • Interview: There are expected to be at least 2-3 rounds of interviews.
  • Final Discussion: Post final selection, a separate discussion will be set up to discuss compensation and career growth.

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