Business Solutions Professional
1 week ago
Eka Software Solutions, a leading provider of cloud-based commodity trading and risk management solutions, has merged with Quor Group to establish a strong presence in the vendor solutions market. Our company caters to a wide range of asset classes, utilizing a cloud-based suite of CTRM and ETRM solutions enhanced by AI/ML technology, alongside Supply Chain Management and E-Sourcing products.
We boast extensive CTRM/ETRM expertise across softs, Ags, fertilizers/chemicals, liquids, precious metals, concentrates, energy, and much more. Our unique offering meets the growing demands of commodity traders, energy merchants, miners, industrials, and producers, providing best-in-class functionality, user experience, technology, and services.
Job Description: Support ConsultantThe Support Consultant will be part of Eka's global product support team, focusing on providing customer service to Eka clients through research and resolution of support issues and communicating solutions to global clients.
Responsibilities:
- Receive and triage user tickets, performing basic troubleshooting and escalating complex issues as needed.
- Oversee daily operations of the support team, assign tasks, and monitor performance metrics while serving as the escalation point.
- Analyze and resolve tickets, participate in triage calls, and manage tasks in Jira, ensuring effective communication with clients.
- Maintain accurate and up-to-date information in the incident management system, allowing customers to track their support issues.
- Conduct root cause analyses, support User Acceptance Testing (UAT), and ensure timely issue resolution in line with Service Level Agreements (SLAs).
Requirements:
- 3+ years of experience in enterprise software solutions in a support, development, or consultancy environment.
- Experience in the commodities industry is preferable.
Skills:
- Excellent negotiation skills.
- Strong understanding of software applications and support/development processes.
- Superior communication and interpersonal skills, along with a high level of customer centricity and cultural awareness.
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