SaaS Application Support Specialist L1L2

7 days ago

Pune, India Fulcrum Digital Full time

Whoarewe

Weare foodtech specialists who empower food management companies andselfoperators to automate and streamline business operations reducefood costs and increase revenue. Our reliable set of culinarysolutions have a proven track record infoodservice.


TheRole

Weare seeking a talented and dedicated SaaS Application SupportSpecialist to join ourteam.

In thisrole you will be responsible for providing exceptional technicalsupport to our customers troubleshooting issues and resolvingproblemsefficiently.

Youwill play a crucial role in ensuring the smooth operation of ourSaaS application and maintaining high customersatisfaction.



SkillsRequirements

Experiencewith ticketing systems and customer supporttools.

Knowledgeof SaaS applications and cloudtechnologies.

Familiaritywith SQL Server and IIS is aplus.



Requirements
  • L1Support:
    • Receiveand triage incoming support tickets and inquiries via variouschannels (phone emailchat)
    • Quicklyidentify and resolve common issues using establishedtroubleshootingprocedures
    • Provideclear and concise explanations to customers often in nontechnicalterms
    • Documentall interactions and resolutions in the ticketingsystem
  • L2Support:
    • Investigateand diagnose more complex technicalissues
    • Escalatecritical issues to highertier support or development teams asnecessary
    • Collaboratewith development teams to identify and implement solutions torecurringproblems
    • Contributeto knowledge base articles and documentation to improve supportefficiency
  • CustomerRelationshipManagement:
    • Buildstrong relationships with customers and maintain a positivecustomerexperience
    • Proactivelycommunicate with customers regarding issue status and resolutiontimelines
    • Providetimely and effective followup on customer inquiries andissues
  • SystemMonitoring andMaintenance:
    • Monitorsystem performance and identify potentialissues
    • Performroutine system maintenance tasks such as software updates andconfigurationchanges
    • Contributeto the development of automated tools and scripts to improvesupportefficiency


Experience with ticketing systems and customer support tools.Knowledge of SaaS applications and cloud technologies. Familiaritywith SQL Server and IIS is a plus.

Education

Graduate

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