Customer Support Engineer

at Indigrators solutions

Customer Support Engineer

Indigrators solutions

Company

Home

Customer Support Engineer

at Indigrators solutions

Posted by Afzal Mohammed

5 - 9 yrs

₹10L - ₹25L / yr

Hyderabad

Skills

SAP PP/PI

SAP PI

API'S

ETL

ELT

Enterprise Resource Planning (ERP)

BTP

The role reports to the Head of Customer Support, and the position holder is part of the Product Team.

Main objectives of the role

· Focus on customer satisfaction with the product and provide the first-line support.

Specialisation

· Customer Support

· SaaS

· FMCG/CPG

Key processes in the role

· Build extensive knowledge of our SAAS product platform and support our customers in using it.

· Supporting end customers with complex questions.

· Providing extended and elaborated answers on business & “how to” questions from customers.

· Participating in ongoing education for Customer Support Managers.

· Collaborate and communicate with the Development teams, Product Support and Customers

Requirements

· Bachelor’s degree in business, IT, Engineering or Economics.

· 4-8 years of experience in a similar role in the IT Industry.

· Solid knowledge of SaaS (Software as a Service).

· Multitasking is your second nature, and you have a proactive + Customer First mindset.

· 3+ years of experience providing support for ERP systems, preferably SAP.

· Familiarity with ERP/SAP integration processes and data migration.

· Understanding of ERP/SAP functionalities, modules and data structures.

· Understanding of technicalities like Integrations (API’s, ETL, ELT), analysing logs, identifying errors in logs, etc.

· Experience in looking into code, changing configuration, and analysing if it's a development bug or a product bug.

· Profound understanding of the support processes.

· Should know where to route tickets further and know how to manage customer escalations.

· Outstanding customer service skills.

· Knowledge of Fast-Moving Consumer Goods (FMCG)/ Consumer Packaged Goods (CPG) industry/domain is preferable.

Excellent verbal and written communication skills in the English language

The role reports to the Head of Customer Support, and the position holder is part of the Product Team.

Main objectives of the role

· Focus on customer satisfaction with the product and provide the first-line support.

Specialisation

· Customer Support

· SaaS

· FMCG/CPG

Key processes in the role

· Build extensive knowledge of our SAAS product platform and support our customers in using it.

· Supporting end customers with complex questions.

· Providing extended and elaborated answers on business & “how to” questions from customers.

· Participating in ongoing education for Customer Support Managers.

· Collaborate and communicate with the Development teams, Product Support and Customers

Requirements

· Bachelor’s degree in business, IT, Engineering or Economics.

· 4-8 years of experience in a similar role in the IT Industry.

· Solid knowledge of SaaS (Software as a Service).

· Multitasking is your second nature, and you have a proactive + Customer First mindset.

· 3+ years of experience providing support for ERP systems, preferably SAP.

· Familiarity with ERP/SAP integration processes and data migration.

· Understanding of ERP/SAP functionalities, modules and data structures.

· Understanding of technicalities like Integrations (API’s, ETL, ELT), analysing logs, identifying errors in logs, etc.

· Experience in looking into code, changing configuration, and analysing if it's a development bug or a product bug.

· Profound understanding of the support processes.

· Should know where to route tickets further and know how to manage customer escalations.

· Outstanding customer service skills.

· Knowledge of Fast-Moving Consumer Goods (FMCG)/ Consumer Packaged Goods (CPG) industry/domain is preferable.

Excellent verbal and written communication skills in the English language

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About Indigrators solutions

Founded :

2023

Type :

Products & Services

Size :

0-20

Stage :

Profitable

About

Indigrators Solutions Pvt. Ltd. is a Software Product Development company in Hyderabad, India that offers a range of services like Software Development, Enterprise solutions implementation, Global Customer Support across different time zones and industries. We work with companies worldwide to build scalable, results-driven software development teams in Hyderabad. At Indigrators, * We believe in promoting an environment that values transparency, empowerment and inclusivity. * We encourage open and honest communication, without fear of judgement, to move forward as a unified team. * We recognize and reward each individual's contribution to our mission, empowering them to grow and progress with us. * We value diversity and inclusion, making sure that everyone, no matter where they come from, feels like a part of Indigrators family. Come Join us.

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