Sr. Product Success Engineer

Role & responsibilities

• Responsible for complete Product Adoption across branches.
• Participate in UAT/ OAT/ Training sessions.
• Define master values in the system.
• Ability to do the first level of Investigation.
• Responsible for Product Training.
• Doing screen shares wherever necessary with clients and getting on calls to assist them.
• Focus on permanent resolution.
• Focus on enhancing the product and sharing inputs for better product usage.
• Provide support on incidents/service requests as per standard SLAs/Turnaround Times.
• Perform additional support tasks as assigned by the Team Lead.
• Strong interpersonal ability to interact with teams across various sites/branches and within the organization.
• Would be the Primary escalation point for all blockages in the pipelines.
• Diagnose issues effectively and efficiently, completing all troubleshooting steps and escalation forms, as necessary.
• Must be able to prioritize or de-prioritize the customer incidents or requests considering business impact and urgency.
• Responsible for maintaining SOPs.
• Continuously improves customer service, productivity, and process improvement.
• Confers with the Team Lead/Manager daily to clarify priorities, processes, and assignments and to discuss any issues therein.
• Willing to work in rotation during holidays/weekends. (Regular working hours are daytime business hours).

Experience

• 4+ years of experience in an L1/L2 technical support assignment independently communicating with clients.

OR

• 2+ years of experience as a Customer Success Manager
• Working knowledge of SQL queries, PS Queries and Java scripts is preferred.
• Familiar with any one ticketing tools like- Sapphire, JIRA.

Knowledge of Excel.

Skills

• Should have a fair knowledge of the Application Support Process and software development lifecycle (SDLC).
• Strong oral and written communication skills.
• Comfortable working on SQL queries.