Consultant - Product Support

Position Consultant - Customer Support (CDM)

Group – High Tech (HT)

Location – Hyderabad

Position Description:

This role performs extensive customer service communication and technical support based on individual customer needs. SQL, Excel, Outlook, and a host of internal tools are used daily for compiling, filtering, sorting, reviewing, reporting, and loading data. We are looking for someone who loves working with data, working with software, and enjoys learning new technical skills.

Primary Duties and Responsibilities:

• Responsible for weekly/daily functional tasks, output tracking, and documentation/creation of processes.
• Monitor a Zendesk ticket queue. Incident classification of new tickets, assigning to correct partner/customer, and triage/work tickets as necessary.
• Monitor System Exports, Matching/Hierarchies/File scanner queues.
• Work on File Failures, File Scanner Errors, File Delete/Reload, and Re-export data.
• Work on Data troubleshooting (Raw data Vs Parser Vs Database).
• Work on DB queries and Split (parent/child) INOWs.
• Interface with other Tier 1 support team members to ensure timely, efficient, and quality service delivery to all customers.
• Work with other teams and departments to ensure efficient and optimized data processing and flow.
• Interface with the APM, Engineering, QA, CSM, and Partner Onboarding teams.
• Manage ad hoc requests from internal and external clients.
• Maintain relationships with internal and external clients and assist with identifying and resolving issues and needs.
• Ability to multitask in a fast-paced environment.
• Follow an established escalation process to Tier 2 and Tier 3.
• Willing to work rotational shifts and weekends (9:30 A.M. to 5:30 P.M. and 1:30 P.M. to 9:30 P.M. IST).

Requirements:

• Bachelor’s degree or equivalent.
• 2-4 years of relevant work experience
• Familiarity with a DBMS like Oracle or SQL Server.
• Experience working with databases or in the data processing environment.
• Experience working with any ticketing system. Preferable is Zendesk.
• Exposure and basic knowledge of Unix and DOS.
• Exposure and basic knowledge of XML.
• Intermediate Excel skills including formulas, VLOOKUP, linked worksheets, formatting, editing, and troubleshooting.
• Hours per week will be standard but must be willing to work off hours as required.
• Intermediate Windows 11, Outlook, and Office Suite.
• Fluent in English and Good Communication, Presentation & Documentation skills, and Email Etiquette.