About the role
Responsibilities:
- Understanding of software architecture, configuration of the product to match customer requirements.
- Working with master data, assisting with service requests and troubleshooting problems with data.
- Client Interaction - Handle clients and communicate clients' requirements to internal teams.
- Collaborate with internal stakeholders and clients to identify issues and provide technical assistance within defined SLAs.
- Helping customers generate reports and offering thorough expertise to customers on the product and its usage.
- Quality check of deliverables and conduct UAT with the client and get sign-off.
- Ensure the user's adoption post-go-live and share regular updates with clients.
- Monitor tickets raised on the Support Tool and ensure strict adherence to SLAs and timely and effective resolution.
- Provide Root Cause Analysis (RCA) for critical tickets and incidents.
- Maintain documentation of FAQs and address knowledge gaps.
- Coordination with internal and client stakeholders for web/app upgrades and ensuring smooth, timely releases.
- Documentation of end-to-end test cases for any Change Request (CR) deployment or feature upgrade for the client.
Requirements:
- Excellent communication skills (written and verbal) and strong documentation skills.
- Computer and mobile-savvy with moderate knowledge of MS Excel.
- Understanding of the FMCG business model.
- Willingness and eagerness to work in a high-pressure, fast-growing start-up environment.
- Experience in SaaS product onboarding and support will be an added advantage.