Support Consultant

General information

Reference

Vacancy category

Standard

Expertise - website

Software Development

WEBSITE - visibility vacancy page

Yes

Category

Customer Services - Customer Support - Support Consultant

Job title

Support Consultant

Contract type

Permanent

Job description

Looking for a role that will challenge your problem-solving skills while keeping the customer at the forefront? Join us as a Support Consultant and take on the exciting task of solving complex problems for our partners. At Planon, you'll discover many opportunities both within your current role and within our company.

As a Support Consultant, you work for the Global Support unit. You are part of a multicultural team of more than 20 Support Consultants and the first point of contact for international partners, customers and colleagues worldwide. As a team member, you'll work closely with development, sales, and all the different partners from Planon.

At the Support team, we do more than just assist. Our goal is to help our B2B clients overcome complex and challenging problems they may encounter with their Planon software. We work closely with our partners & customers to provide innovative and effective solutions that drive their success. Join our team and work on a range of challenging and complex issues that will help you grow your skills and knowledge.

You successfully fulfil your role by:

• Recording tickets in the reporting system.
• Monitoring the progress of tickets and attending to their prompt and correct handling and communication with the customer (whether internal or external). Active "ownership" is also expected.
• Answering questions, advising on possible solutions to problems, and providing possible workarounds.
• Analyzing software errors, documenting them, and then forwarding them to development.
• Experience in resolving tickets using ITIL concepts, implementing Incident management, problem management, and Change Management.
• Coordinate with various teams, raise support tickets for all issues, analyse root causes, and assist in inefficient resolution of all production processes.
• Tracking down the issues with the application server / Database server and ensuring minimum downtime for any given application.
• Help the customer in the installation / Upgrade process of Planon software

Profile

A company is nothing without its people. Our diverse group of employees is the beating heart of our business and the key to our collective success. To maintain our success, we need you to be the first point of contact for both internal and external questions about Planon software and services. Your responsibilities will include answering questions and advising on solutions, monitoring tickets progress, analysing logs to identify root causes, and providing customer support for software installations and upgrades. Additionally, you will utilize ITIL concepts to resolve tickets and escalate issues as necessary to ensure prompt resolution based on business criticality.

Our ideal candidate meets the following criteria:

• 3 – 5 years of relevant work experience in a support role.
• Strong IT affinity and knowledge of ITIL is a plus.
• Experience in complex software support e.g. ERP, CRM.
• Experience working with distributed Teams.
• You have a strong problem-solving ability, thrive in a dynamic team environment, and possess analytical skills to effectively translate our partners' needs into solutions.
• Good oral and written communication in English

We offer

We offer:

A healthy work-life balance and the possibility of working hybrid. We encourage a collaborative and learning work environment, which is why we offer constant learning and meaningful training opportunities. In addition, we offer challenging projects with world-leading clients and extraordinary experiences. For this role, we offer a good salary and the following benefits package.

Join us on our journey to become the recognised world leader in Smart Sustainable Building Management software solutions. How do we do this? By putting our people at the heart of our company and creating an inspiring and safe environment that allows all of us to work, learn, live, and play

Do you love building connections? So do we Apply now.

 

Job location

India, Hyderabad

Candidate criteria
Minimum level of education required

Bachelor

Minimum level of experience required

3-5 years

Handled by
Handled by

Shiny Injeti

Primary handler

Shiny Injeti

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