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Product Support Engineer

HI

Product Support Engineer

HighRadius

Hyderabad, Telangana, India

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On-site

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Full-time

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4d ago

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 High Radian 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 High Radian!

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 High Radius Support services

  • Understand High Radius 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