About the role
The Functional Support Consultant will be responsible for providing support to our high-end, robust, and scalable SaaS products. He/She plays a significant role as an extension of our internal teams, the ultimate HighRadian ambassador who delivers continuous support from the advent of the conflict until it is resolved. S/he should be keen to learn about our complex software products and have a people-first mentality. If you are ready to leverage your grit, creativity, and a bit of wit and humor to experience an awesome company culture, then you should be a HighRadian!
Responsibilities:
- Responsible for providing product support to users of the Highradius applications.
- Own customer-reported issues and drive them to resolution, meeting the SLAs
- Provide a delightful customer experience by partnering with internal and external stakeholders.
- Support and contribute to the growth of best practices for delivery of Highradius Support services.
- Follow Highradius application troubleshooting practices to ensure successful resolution of issues.
- Have the will to learn and understand our products and their features to support and educate clients.
- Follow quality and process compliance to do the right thing for customers and the organization.
- Dynamically prioritize tickets and multitask when needed
- Be a team player who can work in rotational shifts.
- To empathize with client situations and provide quick resolutions or workarounds.
- Have a collaborative approach to clearly communicate issues and resolutions with the internal teams and customers.
Requirements:
- 2 to 5 years of experience in application support, preferably a SaaS application.
- Familiarity with tools and practices of the trade, such as case management, knowledge base, defect and escalation management.
- A technology-centric background.
- Strong logical, analytical, and problem-solving skills.
- Excellent communication skills.
- Can work in a fast-paced, ever-changing, start-up environment.
- Proficiency in running SQL queries is a plus.