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RTM Product Support Consultant

1 month ago

Bengaluru, Karnataka, India Thoucentric Full time
Job Description for Technical Support Specialist

About the Role

Thoucentric is seeking a skilled Technical Support Specialist to provide expert-level support for our clients utilizing DMS and SFA solutions. The ideal candidate will possess a strong technical background, excellent problem-solving skills, and a commitment to ensuring customer satisfaction.

Key Responsibilities

  • Serve as the primary point of contact for product-related queries, ensuring deployed solutions operate within established performance parameters and expectations.
  • Handle all communications related to assigned customer accounts, acting as a liaison between clients and internal teams to ensure transparency and timely updates on support requests.
  • Manage requests, changes, and incidents based on customer inquiries, utilizing established documentation and procedures. Work diligently to resolve issues and provide solutions that meet customer needs.
  • Perform all activities in accordance with SLAs and established priorities. Ensure that change management, incident management, and problem management processes are adhered to strictly.
  • Collaborate with engineering and business teams to ensure continuity of service and expedite resolution of customer requests. Advocate for customer needs during internal discussions to enhance product offerings.
  • Build and manage a knowledge repository within the support team. Ensure the knowledge database is regularly updated with solutions, best practices, and insights gained from client interactions to improve overall service delivery.

Requirements

  • Proven experience in a L2 technical support role or similar capacity.
  • Strong knowledge of DMS and SFA systems.
  • Excellent problem-solving skills and ability to work well under pressure.
  • Outstanding communication skills, both written and verbal.
  • Ability to work collaboratively across departments and with clients.
  • Familiarity with ticketing systems and customer support software.
  • A proactive approach to learning and adapting to new technologies and processes.

Desirable Skills

  • Industry experience in CPG, FMCG, Retail sector.

Education

  • B.E. / B.Tech/M.Tech/MCA.