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Job Title: Software Support Engineer

Location:

Department: Saa

S CoE Support Function:

Reports to: Support Team Leader

Job Summary:

The Software Support Engineer is the go-to problem solver for SaaS solutions users. The role covers customers from all over the globe and focus on assisting customers to navigate technical and functional challenges by phone, chat, or ticketing system. The Engineer will own the customer experience, from troubleshooting and solution research to guiding users step by step. Therefore, they will be a product expert and not just an issue fixer.

This role requires a deep understanding of the software, troubleshooting skills, and the ability to communicate effectively with both customers and internal teams.

Your key responsibilities

• Support customers by providing technical and functional expertise over the phone, chat and ticket management.

• Be a customer centric professional, willing to regularly go above and beyond in order to provide the best possible service delivery and user experience

• Manage customer inquiries within the expected time frame and act as the contact point, only escalating queries when required

• Building a trusted partnership with the customer by maintaining a high level of professionalism and work to establish a positive rapport with every customer

• Keep the customer informed and updated whilst the investigation and resolution is being worked on

• Be pro-active and anticipate possible user issues and work towards finding a solution fast

• Create and maintain support documentation, knowledge base articles, and troubleshooting guides for both customers and internal stakeholders

• Accurately capture all ticket related notes, document activities and manage tickets in a way that is clear, concise and actionable by other internal resources and a customer viewing from the ticketing system/support portal.

• Have great willingness to learn new trends and master new technologies

• Liaising with the various stakeholders across a number of teams to drive prompt resolutions

• Concentrate on helping the customer to continuously get the best possible value from their solution

Skills and attributes for success

We are looking for someone with excellent communication abilities and a sense of urgency mind-set who delivers support with empathy and in a polite manner. Able to work from the office.

To qualify for the role you must have

• Strong communication (verbal, listening and writing) via various channels (chat, email, phones, ticketing system)

• Ability to learn and follow processes, procedures and other policies and guidelines from within the Department as well as the firm’s wide

• Proactive at problem solving, asking critical, insightful questions and probe for information to facilitate resolution as well as the root cause and finding preventative actions.

• Excellent listening skills and ability to understand and interpret the query from the customer and when needed able to manage customer expectations.

• Hands-on experience in a support desk environment assisting both internal and external/client users with application issues

• Strong analytical skills and capable of investigation, diagnosing problems, testing scenarios and work to find the most appropriate solution

• Self-motivated and accountable to results with ability to coach others

• An excellent team-worker with a focus on learning and knowledge share

• Solid technical aptitude preferably in a SaaS environment

• Ability to work in shifts as this is a 24/7 support organization. The shift timings are as follows:

• First Shift: 06:30 AM to 03:30 PM IST

• Second Shift: 02:30 PM to 11:30 PM IST

• Night Shift: 10:30 PM to 07:30 AM IST (next day)

• Willing to work during weekends. As this is a 24/7 support organization, working on Saturdays AND/OR Sundays may be scheduled. This will be considered as your working day/week so you will be able to take any other two days off from your working week as per the planning scheduled by the team leader.

What we also look for

• A quick learner with experience in problem solving.

• Experienced in handling complex technical issues with internal as well as external clients.

• Someone who has an investigative and analytical mindset, with a methodical approach to finding resolutions

Ideally, you’ll also have

• Experience supporting tax/law/finance systems

• Experience supporting SaaS platforms

• Familiarity with cloud platforms and services (AWS, Azure, etc.)

• Experience with ticketing systems such as Service Now

• Ability to use own initiative and suggest areas for improvement

• Fluency in either French, Spanish or any other language

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