Specialist/Senior Specialist Client Care (Technical Support Engineer)

About us:

Navaera currently has an opening for an Senior Client Service Technical Support Enginner in our Vadodara, Gujarat office. Navaera Software Services Pvt. Ltd. (NSS) is a division of Navaera Worldwide, LLC (Navaera Worldwide) that provides software development and support services to Navaera clients around the globe. NSS was established in 2014, and has grown to a total headcount of 30 developers and support staff.

At Navaera, the Senior Client Service Technical Support Engineer will be primarily responsible for providing ongoing support to the end-users by translating system issues into a business consumable message and translating business needs into systemic and operational solutions. The individual in this role will have a solid understanding of the business and lead problem-resolution for systems escalations by driving discussions and recommendations, clearly communicating business needs to the IT teams and technical solutions in a user-friendly, professional manner to partners to drive efficiencies and outcomes on behalf of the enterprise.

The Senior Client Service Technical Support Engineer will act as a subject matter expert for systems across the Services enterprise and will partner cross-functionally with various teams (internal and external) to identify opportunities that enable continuous growth and support the changing needs of our business and clients, as well as provide guidance around questions as they relate to the systems. It is critical that the individual hired understands both sides and can articulately communicate both technical and non-technical information while understanding the impacts to the business.

Key Responsibilities

Be a strategic partner by understanding the business perspective and how the Services systems support running of the business

Lead triage and customer remediation activities associated with production system issue

Identify and analyze potential problems; looking for root causes and solutions

Effectively escalate issues, communicating with the team and business partners around current problems and driving toward resolution

Provide and/or review reporting/analytics on service systems

Collect end-user feedback and applying learnings to drive systematic enhancements and process efficiencies

Identify process improvement opportunities and partner with Operations and cross-functional partners to help drive improvements in employee efficiency and client experience

Serve as a subject matter expert on service systems including how the systems and tools impact or help run the business

Provide system support (both legacy and future state) from production to implementation (including analysis and triage) and perform system maintenance on business configurable items

Analyze configuration requests and identify and collaborate with partners as needed to gain alignment

Provide system expertise as needed during design and conduct user acceptance testing (UAT) on new functionality, clearly communicating concerns and/or approval

Demonstrate excellent communication and interaction skills with multiple types of audiences and partners of varying technical ability

Successfully communicate technical information to the business in a manner that is clearly articulated to a non-technical audience (and vice-versa)

Required Qualifications and Experience

Basic Qualifications:

• 3+ years of experience in retail, services or related area
• 3+ years of business and technical experience to support business operations
• 1+ years of experience in driving and implementing successful operational effectiveness
• 1+ years of direct leadership experience (people or resources which includes leading projects)

Preferred Qualifications:

• Bachelors Degree
• 1+ years of experience in data analytics
• 1+ years of project management experience
• 2+ years of experience with SQL
• 2+ years of experience with Java in a support role
• Effective communication skills (written, verbal, presentation and facilitation)
• Ability to partner and lead a group of peers and leaders to drive decisions and outcomes
• Ability to understand and explain technical concepts
• Strong problem-solving/analytical abilities
• Proven ability to drive positive change
• Proficient in Microsoft Office platform (Word, Excel, PowerPoint, etc.)
• Experience in a fast-paced, high volume environment.

Note: This is Permanent Work from Office Position and fixed Night shift (06:30 PM to 03:30 AM)