Customer Success - Product Support

We are looking for application support resources who can work from banks

premises in Mumbai and perform the application support for Perfios solutions.

Responsibilities:

• Be the product expert with an in-depth understanding of product features,

constraints and limitations and offer product integration solutions.

• Work closely with clients for support needed during product integration and

post Go-Live for queries, requests and any other consulting wrt the product.

• Engage with cross functional team Business development, client servicing for

feedback/queries/requests on product and align with product development

and project management teams for proactive and prompt closure within the

defined SLAs.

• Assist product managers in documentation, creating SOPs and knowledge

base of the product

• Understand the business requirements and identify gaps in different

processes and execute process improvement

• Handle queries/change request and provide solutions and prioritize them for

the development team

• Drive user stories/JIRA tickets according to the requirement
• Prepare functional documents (BRD and FRD) wherever required
• Monitoring the dashboards and alerts
• Be the domain expert for the sectors you are researching. Provide the

strategy and Business Development teams with a complete understanding of

customer feedback on existing products in that sector, competitive drivers,

and market dynamics.

• Good Problem solving and issue debugging skills
• Involving in client demo

Requirements:

• Bachelors degree or equivalent, Masters preferred but not necessary
• Understanding of SDLC
• 2-4 years of relevant experience
• Exceptional communication skills