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7 Rolling Arrays Jobs
Senior Consultant (Product Support)
3-6 years
Kolkata, Mumbai, New Delhi + 4 more
1 vacancy
Senior Consultant (Product Support)
Rolling Arrays
posted 6hr ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
Customer-Centric Support:
We prioritize the customer in every interaction, ensuring world-class Customer Satisfaction. Support is delivered in alignment with Service Level Agreements (SLAs) and performance metrics, coupled with timely, clear updates to customers regarding issue progress and resolution plans.
Technical Expertise and Problem Resolution:
Gain deep knowledge of our SaaS products, including HCM and Workforce Management solutions, to address escalated issues effectively. Use advanced troubleshooting techniques to replicate customer scenarios, identify solutions, and escalate to engineering as needed for resolution.
Knowledge Sharing and Continuous Improvement:
Contribute to our Knowledge-Centered Support (KCS) system by developing and maintaining articles. Build expertise in specific product areas to mentor team members, enhancing overall team performance and readiness.
Collaboration and Stakeholder Engagement:
Collaborate effectively with internal teams and stakeholders, ensuring smooth communication and issue progression. Serve as an escalation point for complex support cases, driving timely and satisfactory resolutions.
Comprehensive Documentation and Training:
Ensure thorough documentation, including user manuals, process guides, and support collateral, to facilitate seamless handovers and user onboarding. Conduct UAT briefings and support UAT sessions, addressing any configuration-related issues.
Process Excellence and Customer Advocacy:
Advocate for customers by collaborating with product teams to prioritize feature enhancements and align the product roadmap with customer need.
On-Call Work Requirements:
Participate in on-call rotations to provide occasional after-hours support to ensure seamless operations and collaboration.
JOB REQUIREMENTS
Basic Qualifications:
Strong written and verbal communication, listening, and interpersonal skills
Fluency in English (written and spoken)
Proven analytical and problem-solving skills with exceptional attention to detail
Minimum 3 years of experience supporting SaaS products in a customer-facing role
Strong organizational and time-management abilities, with a track record of achieving high customer satisfaction and meeting performance metrics
Proficiency in using computer applications, including the Microsoft Office Suite
Preferred Qualifications:
Experience with HCM solutions, especially those integrated with SAP SuccessFactors
Familiarity with APIs and networking protocols (TCP/IP, SFTP, VPN)
Familiarity with databases, basic SQL queries, and data management tools
Experience with case-tracking systems and related tools like JIRA
Employment Type: Full Time, Permanent
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People are getting interviews at Rolling Arrays through
People are getting interviews through
(based on 4 Rolling Arrays interviews)
Referral
Campus Placement
50%
25%
25% candidates got the interview through other sources.
Moderate
Confidence
?
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What people at Rolling Arrays are saying
Senior Consultant salary at Rolling Arrays
reported by
8
employees
with 5-12
years exp.
₹16.5
L/yr - ₹25.5
L/yr
6%
more
than the average Senior Consultant Salary in India
View more details
What Rolling Arrays employees are saying about work life
based on 18 employees
Flexible timing
Monday to Friday
No travel
Day Shift
Rolling Arrays Benefits
View more benefits
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