Senior Application Support Specialist

1 week ago

Pune, Maharashtra, India beBeeSolutionoriented Full time ₹ 8,00,000 - ₹ 12,00,000
Job Title">

Sr Technical Support Delivery Analyst.

The role entails providing timely, business-critical solutions to customers worldwide. As a trusted adviser, you will investigate, diagnose and deliver complex solutions to support our customers across the globe.

You will participate in a regional shift pattern to achieve 24x7 coverage, with flexibility to adapt to shift pattern changes.

Key Responsibilities:

  • Customer Support: Provide high-quality support to customers through HCM case management, prioritizing issues based on severity and customer impact.
  • Problem Solving: Work through complex problems, motivate change, and implement solutions to resolve customer issues.
  • Time Critical Issues: Handle time-sensitive cases, maintaining effective communication with customers and stakeholders.
  • Relationship Building: Develop strong relationships with customers, understanding their needs and delivering tailored solutions.
  • Collaboration: Collaborate with Product Managers, QA, and Development teams to determine solutions or workarounds.
  • Case Management: Balance ownership of existing case loads while troubleshooting newly discovered issues.
  • Knowledge Maintenance: Maintain knowledge of new functionality and compliance changes, ensuring up-to-date skills.
  • Professional Development: Pursue certifications and training as required for the role.
  • Initiatives and Projects: Participate in initiatives, councils, and projects that align with your interests and passions.

Required Skills and Qualifications:

  • Technical Experience: 3 years of experience with SaaS Enterprise software (e.g., Oracle, SAP, Netsuite, Zuora, Infor, Taleo, onsite ERP, Peoplesoft, Kronos, Cornerstone) in a support, implementation, or consulting environment.
  • Application Knowledge: Demonstrable ability to support or implement HCM, Workforce Management, Payroll, VMS, or Higher Ed applications.
  • Collaboration and Communication: Ability to engage and coordinate multiple teams to identify and raise critical issues, obtaining expedited outcomes.
  • Resilience: Demonstrate resilience when faced with tight resolution timeframes and conflicting priorities.
  • Documentation: Experience building internal and/or external facing documentation (KCS experience a plus).
  • Health Monitoring Tools: Previous experience with health monitoring tools is an advantage.
  • Communication Skills: Confident communicator (verbally and in writing), collaborating with business users and peers at all levels and varying technical abilities.
  • Programming Skills: Basic knowledge or previous experience with Object Oriented Programming languages (e.g., Java, C++, Python, C#, Ruby, PHP, TypeScript, Kotlin, Swift).
  • Log Analysis: Ability to read and analyze log files.
  • SQL Knowledge: Basic knowledge of SQL syntax to read existing scripts and queries.
  • API Client Experience: Basic experience with API clients (SoapUI, Test Studio, and/or Postman/Bruno).

About This Role

This position offers a unique opportunity to make a meaningful impact on our customers' experiences. If you are passionate about delivering exceptional support and have the necessary skills and qualifications, we encourage you to apply.

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