Customer Support Engineer

Role & responsibilities

• Providing input so the team leads for the status update calls with the key stakeholders from the client side.
• Develop a sound understanding of the organizational policies, procedures and eProcurement tools and implementation a day-to-day basis.
• Provide technical assistance via phone, email and WebEx to clients, across the globe for eProcurement tools.
• Proactively communicate issue status in a timely way to the clients and the management.
• Take ownership of issues until they are successfully resolved. Ensuring the timely resolution to meet our Service Level Objectives(SLOs)
• Answering inbound calls of clients as per the SLA`s and ensure resolution on call first fix
• Making outbound calls to clients if process demands so.
• Ensuring complete documentation with the ticketing system for ease of reporting and follow-up as per the process.
• Efficiently and concisely document support calls/email support inquiries and resolution into the company's tracking system, practicing ITIL concepts.
• Filing Solutions and Problem Reports. Co-coordinating with various concerned.
• departments to ensure the dynamic fixture of bugs and issues.
• Analysis of issues, collecting of right information.
• Perform special projects as requested by the Manager.
• Deliver product training courses to customers and internal staff.
• Develop a strong professional rapport with assigned customer accounts to help build our business.
• Ensure customer feedback as per the set standards of the company.
• Practice process improvements as defined.
• Perform UAT`s as required and ensure complete documentation as defined – over the weekends.

Preferred candidate profile

• Excellent communication - written and verbal
• Analytical aptitude and business acumen
• Excellent follow-up & coordination skills
• Knowledge of computer software applications, MS Excel, Word & PowerPoint (PF)
• ITIL Certification
• Accent Trained
• Know how of Procurement or Supply Chain management