Technical Support Engineer

Role & responsibilities

The Product Technical Analysts (PTA) at Zycus works with the Technical Account Management Team and supports them by being the first line of the technical support layer & responsible for product related queries, troubleshooting and guiding Customers to be able to use the products with ease. A Product Technical Analyst will be trained to answer queries around Customers subscribed products and associated functionalities in order to be able to understand product capabilities & troubleshoot in accordance with the respective L2 and L3 Engineering, Cloud, Product Management and other backend Teams to get success for the Customers on Zycus Products.

Your top three responsibility as a Product Technical Analysts (PTA) will be to:

1) Answer accurately all of the product related questions that a customer has

2) Demonstrate & guide the functionality to the Customers

3) Resolve Customers technical queries & complaints by coordinating with multiple internal Teams within SLA .The Product Technical Analysts (PTA) has an expert product knowledge, and his/her expertise is essential to a successful support structure of the Technical Account Management Team.

As a Product Technical Analyst at Zycus, you will:

• Be the first point of Contact for Customers having queries/ issues related to Zycus products
• Work with the Technical Account Management Team to ensure deliverables are on-time, increase efficiency and resolve issues for customers by coordinating with multiple Teams from Zycus & Customer side to achieve Customer Satisfaction
• Be part of a 24/7 support team supporting Zycuss Source-to-Pay procurement suite Participate and contribute to best practices (tools/process), knowledge sharing & find ways to automate and ideate new things to enhance Customer experience, reduce manual efforts and suggest new processes
• Work with customers and internal stakeholders while participating and facilitating testing including User Acceptance Testing
• Evaluate and suggest innovative solutions and workarounds for customer requirements
• Work efficiently on, Zycus products configuration, Incident Management Tools, MS-Excel, etc.
• Provide strong technical understanding of Zycus product with the ability to discuss and demonstrate the Zycus Solution and how it may be configured to meet a customers business

Preferred candidate profile

• Education: Engineering Graduate (B.E./B.Tech) in Chemical/Mechanical/Electronics/IT/Computer Science
• Experience Level: 2-4 years
• Willingness to work in 24 X 7 shifts
• Excellent in Presentation and Communication skills is a must
• Strong in Problem Solving and Analytical skills.
• Flexible, enthusiastic approach to work including a strong desire to learn new tools & techniques to solve business problems.
• Understanding of Supply chain operations, e-procurement tools, Incident Management Tools & knowledge of ITIL concepts will be an added advantage.
• Detail-oriented with an ability to ask the right question.
• Collaboration with various internal and external stakeholders.
• Ability to learn, execute and excel. Multitask and work with priorities.

Perks and benefits

- Hybrid model

- 5 days working, any two days off

- Work with one of the best procurement leaders in the market

Note: Candidates residing in either Mumbai/Pune/Bengaluru can apply to this role.