Technical Support

Rolling Arrays

Posted: over 1 year ago

Company Website
https://cutshort.io/jo...
Position type
full time
Job source
Cutshort
Category
programming
Remote
No
Salary
2 - 5 lacs/annum
Job location
Mumbai
About

Job Responsibilities :

  • Take over the maintenance support from the implementation team post project implementation
  • Analyze the metrics of incidents, issues, and requests raised from the live customers to identify patterns that can help product development and customer support team to improve the quality
  • Determine and categorize the support issues into various categories like product feedback, enhancement, customer education etc.   
  • Coordinate with the product development, product education and customer success team to provide efficient resolution to the customer requirements
  • Direct and supervise the support team to create documentation for recurring issues and organize in the knowledge bank.
  • Generate customer specific metrics to determine the trends that can help internal stakeholders make decisions on how the customer satisfaction can be increased.



Requirements:

  • Previous experience of working in an Application Support team servicing multiple end customers.
  • Experience in creating reports consisting trend analysis to facilitate decision making using excel or other tools.
  • Good communication and writing skills. 
  • Ability to synthesize effective responses to customer queries. 
  • Experience working with and delivering on SLAs.
  • Experience in SAP SuccessFactors or similar SaaS based HR Technology Applications is preferred
  • Experience in documenting fixes for recurring incidents and requests.
Skills:- Technical support, Trend analysis, Decision-making, Communication Skills and Reporting

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