Product Support Engineer

1 week ago

Hyderabad, Telangana, India HighRadius Full time ₹ 40,00,000 - ₹ 80,00,000 per year

Job Summary -

Associate Functional Support Consultant will be responsible for providing support to our high-end, robust and scalable SaaS products. He/She plays a significant role as an extension of our internal teams, the ultimate HighRadian ambassador who delivers continuous support from the advent of the conflict to the time it gets resolved. S/he should be keen to learn about our complex software products and have a people-first mentality. If you are ready to leverage your grit, creativity and bit of wit and humor to experience an awesome company culture - then you should be a HighRadian

Responsibilities - 

  • Responsible for providing product support to users of the Highradius applications.
  • Own customer reported issues and drive them to resolution meeting the SLAs
  • Provide a delightful customer experience by partnering with internal and external stake holders
  • Supports and contributes to the growth of best practices for delivery of HighRadius Support services
  • Understand HighRadius application troubleshooting practices to ensure successful resolution of the issues.
  • Have the will to learn and understand our products and their features to support and educate clients
  • Follow the Quality and Process compliance to do the right thing for customers and the organization
  • Dynamically prioritize tickets and multi-task when needed
  • To be a team player who can work in rotational shifts.
  • To empathize with client situations and provide quick resolutions or workarounds.
  • Have a collaborative approach to clearly communicate issues and resolutions with the internal teams and customers.

Requirements -

  • 2 to 5 years of experience in Application Support preferably a SaaS application
  • Familiarity with tools & practices of the trade such as case management, knowledge base, defect & escalation management.
  • A technology-centric background
  • Strong logical, analytical and problem solving skills
  • Excellent communication skills
  • Can work in a fast paced, ever changing, start-up environment
  • Proficiency in running SQL queries is a plus
  • Scripting knowledge is a plus

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