Product Support Engineer

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 HighRadian 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 HighRadian!

Key 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 stakeholders.
• Supports and contributes to the growth of best practices for delivery of HighRadius Support services.
• Understand HighRadius 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.

Skill & Experience Needed:

• 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