Functional Support Consultant

Key Purpose of the role:

BiofuelCircles products and services are used by businesses and individuals in the bioenergy supply chain: from large industries to rural enterprises, to transporters, service providers, and farmers.

The Functional Support Consultant will be responsible for helping internal and external users get the most out of the BiofuelCircle platform by resolving their queries, troubleshooting problems and getting things done through the platform

What will you do every day?

• Understand how the BiofuelCircle Platform works and how its customers use it
• Work closely with users to answer questions about the features and capabilities of the platform
• Assist users on/ off-site in performing their platform roles, and completing platform tasks
• Interact with users on/ off-site to demonstrate functionality, troubleshoot issues, and provide workarounds by leveraging your troubleshooting skills
• Write knowledge base articles, and how-to-videos to reduce troubleshooting time and speed up issue resolution
• Follow defined support processes to manage and track user requests and defects
• Create defect documentation for engineering teams to understand, recreate, and resolve issues 

The ideal candidate profile:

• You have up to 2 years of experience in an Application Support role
• You can coordinate, follow up, follow through and drive issues to closure proactively
• You are a good listener, and can understand customer issues
• You are at ease explaining or demonstrating how to use software applications, can write effective emails and create explainer documents that are understood by those who read them
• You can provide innovative workarounds or design a solution to fix a users problem
• You can work with cross functional and remote teams
• You take ownership and accountability and don't need a manager reminding of tasks or deadlines
• You are comfortable with web and mobile applications, and chatbots and can troubleshoot issues such as connectivity, validation errors, API failures, etc.
• You are willing to work in shifts and travel to customer locations on demand
• Knowledge of business processes in B2B, Supply Chain Management/ Operations, will give you an advantage over other applicants
• Knowledge of Customer Support processes & Ticketing/CRM tools will also give you an advantage over other applicants