Team Lead - Web Solutions Specialist (Technical Support)

Job Profile: ERP Implementation & Support Executive

Industry Type: IT Software

Job Location: Indore MP

Experience: 2-3 yrs.

Job Type: Full Time

Responsibilities

• The ERP Implementation Professional will work closely with ERP team members as well as end users to provide functional support and training of business processes enabled by ERP in the respective modules.
• ERP Implementation, for the modules like Finance, Production, Stores, Sales, Inventory Control.
• Provide ERP support by resolving customer queries via phone, email, remotely or at client-side location.
• Responsible to communicate with Customer ERP core team, implementation team, Technical consultant and his Manager.
• To Maintain Flowcharts, SOP's and prepare user manuals and provide end user training
• To configure, deploy and manage the ERP system and the backend database system
• Extensively travel to client end for software implementation and training purpose.
• 
  

Desired Candidate Profile

•  Any Graduate/Post Graduate with -3 yrs. experience of working with ERP Softwares for Manufacturing Industry
•  Minimum 1+ year working experience in Software implementation and Support
•  Strong knowledge of PLSQL is required
• Ability to solve complex business issues and having excellent communication and presentation skills
• Functional knowledge of ERP Modules and Processes

Preferred

• Prior experience in implementation and support of Manufacturing ERP Solution would be preferable

Company Overview

Bluesapling is a fast-growing technology and digital transformation company based in Bangalore serving businesses across the globe through its world-class enterprise solutions. We are looking for people who are passionate about understanding customer needs and helping them adopt the Software solution to their advantage and a willingness to work on brand building at a young company.

Qualifications

- At Least graduation, preferably in commerce from prominent institute

- 0-1 years of experience in customer support

Skills

- High level of empathy and aptitude to help and resolve problems for others.

- Learning ability to understand the software from the end user’s perspective.

- Oral and written communication skills to help and train clients on using the software. Good hold on English and Hindi is a must.

- Knowledge of Malayalam & Telugu regional language is a must.

- Other desirable skills:

  - Preferably a female candidate 

  - Expressive and good communication skills

  - Good listener and empathetic disposition

  - Proactive in anticipating customer pain points and providing feedback to the product teams on feature usage and issues.

Roles & Responsibilities

Your objective will be to ensure that client is able to extract value of our solution to the fullest. You will be the first point of contact for the client and end users of the software. You will be responsible for successful transition of the customer to our solution, for client communication and coordinating with them for conducting feature demonstration and giving training sessions. You will be resolving client queries on a real-time basis. You will also report to Product team on any major issues that clients may be facing. Uphold established standards, processes and best practices in customer service. You are expected to continuously learn and build a knowledge base by reading books, understanding business, and empathizing with our customers.

 Technical Customer Support

• Ability to work in team environment
• Familiarity with customer service software (CRM,ticketing systems) for chat and call process.
• Ability to work flexible hours ,including evenings and weekends.
• Earlier experience into chat and call support process.(Technical support experience)
• Customer oriented approach and ability to adapt different situations 
• Hands on experience on MS office suite.
• Ability to multitask and problem solving skills
• 0-2 years of experience 
• Excellent communications skills written and verbal.

Responsible for :

1. Respond to customer queries via chat or phone in a timely and professional manner.
2. Proactively responding on tickets or issues.
3. Resolve customer queries or issues with required solutions 
4. Coordinate with internal teams for query resolution.
5. Provide required information about products and services offered by Provakil.
6. Update customer information and issue details in ticketing platform
7. Analysing the challenges faced by clients and passing the details to technical team.
8. Should be aware of product feature updates.
9. Flexible in working shifts

Requirement: 

1. Respond to customer queries or technical issues via email in a timely and professional manner.
2. Resolve customer complaints or issues by providing appropriate solution or alternatives.
3. Should have knowledge of API integration, cloud based tool.
4. Interact with cross team to get the issues resolved.
5. Hands on experience on CRM or any ticketing system.
6. Should be able to lead meetings and training sessions.
7. Worked in customer facing environment.
8. Troubleshoot technical issues at level 1 and level 2 .
9. Handled customer escalations and worked on escalation matrix 
10. Provide weekly status on ticket received and resolved 

Additionally,

Excellent communication  verbal and written.

Handled enterprise client issues in previous experience.

Bachelor’s degree in CS or IT or related field.

Requirements:

• Good verbal and written communication skills and interpersonal skills required
• Software& Application learning abilities
• Any Graduation ( Technical will be preferred)
• Experience in a similar role or experience will be preferred
• Able to promptly answer & support related Phone calls, chats & Emails.
• Good knowledge of Microsoft excel and other tools

Roles & Responsibilities:

• Supporting the customer through an email ticketing system, live chat and phone calls to resolve customer queries
• To help solve customer problems and issues maintaining SLAs Troubleshooting technical issues and communicating back to the customer
• Should be able to customers get to the root of their problems quickly.
• Following up with clients to ensure the problem is resolved
• Maintaining records of each phone call for future reference.
• Offering exceptional customer service and satisfaction.
• Ability to meet deadlines and prioritize tasks.
• Produce periodic reports of technical support operations to company management.
• Using remote desktop connections to provide immediate support.
• Raising tickets to the technical team as and when required to solve technical issues
• Properly escalate unresolved issues to appropriate internal teams like development and QA teams
• Creating support manuals for end uses for step by step guide for the features

About Kloud9:

Kloud9 exists with the sole purpose of providing cloud expertise to the retail industry. Our team of cloud architects, engineers and developers help retailers launch a successful cloud initiative so you can quickly realise the benefits of cloud technology. Our standardised, proven cloud adoption methodologies reduce the cloud adoption time and effort so you can directly benefit from lower migration costs.

Kloud9 was founded with the vision of bridging the gap between E-commerce and cloud. The E-commerce of any industry is limiting and poses a huge challenge in terms of the finances spent on physical data structures.

At Kloud9, we know migrating to the cloud is the single most significant technology shift your company faces today. We are your trusted advisors in transformation and are determined to build a deep partnership along the way. Our cloud and retail experts will ease your transition to the cloud.

Our sole focus is to provide cloud expertise to retail industry giving our clients the empowerment that will take their business to the next level. Our team of proficient architects, engineers and developers have been designing, building and implementing solutions for retailers for an average of more than 20 years.

We are a cloud vendor that is both platform and technology independent. Our vendor independence not just provides us with a unique perspective into the cloud market but also ensures that we deliver the cloud solutions available that best meet our clients' requirements.

What we are looking for:

-         Service Manager managing a team providing L1, L2 support for multiple applications

-         Should be able to work in China hours as and when required

-         6-7 years of experience in a support role

-         2+ years’ experience in Prior experience in supervisory role 

-         Manage shift rosters, escalations

-         Responsible for standing up and running the support team

-         Managing the customer support department’s day-to-day functions.

-         Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.

-         Assigning tasks to support team members each day that are based on SLAs, technician availability, and the technician’s skills.

-         High level knowledge of the Data Engineering space having supported data stores, data pipelines, and downstream reporting applications is desirable

-         Periodic reporting to stakeholders

Why Explore a Career at Kloud9:

With job opportunities in prime locations of US, London, Poland and Bengaluru, we help build your career paths in cutting edge technologies of AI, Machine Learning and Data Science. Be part of an inclusive and diverse workforce that's changing the face of retail technology with their creativity and innovative solutions. Our vested interest in our employees translates to deliver the best products and solutions to our customers!

Job Description

Company Background

Workplace Fabric (WF) is focused on using Technology to create the most efficient and effective working environments. Using patented sensor technology, data analytics and innovative displays WF helps office users get the best out of their workspace while enabling a business to fully understand the utilisation of an office building.

Most customers are seeing how >20% savings can be achieved as well as creating a much improved working environment for staff and reduced service cost. The business has installations in 50 cities around the world with major blue-chip companies as customers. The business has a cash generative business model and is set for accelerated growth; a very exciting time to join a rapidly growing company.

Overview

The exciting opportunity has become available as a result of company growth and opportunities. The Technical Customer Service position will be working with a friendly professional team and the ideal candidate will provide technical support to clients located worldwide.

To provide training and support for clients who experience issues with equipment, compile clear guides for client and review data trends from the system, carry out root cause analysis when technical issues arise and provide necessary guidance to achieve resolution.

Supporting clients with their requests in relation to their Freespace products and solutions, carry out training sessions on products and analytics dashboard along with return to work solutions.

The Role

• Training clients on products, services, applications, maintenance & analytics dashboard
• Understand client requirements/issues & presents solutions as necessary
• To action ticket requests within Service Level Agreement & clearly articulate updates to clients
• Always looking at ways to improve internal systems and processes
• Prepare client quotes for additional services or products & issue invoices
• Review information and act upon findings
• To be involved in technical discussions in relation to Routers, Access Points, Wifi & Internet connectivity issues
• Interpret and manipulate data
• Prepare documentation to share with clients following site visit
• Facilitate client meetings, sharing information and training
• To understand the functionality of all the Freespace products to support client with their needs
• Carry out any reasonable ad-hoc requests

Working Hours

2: 30AM to 10:30AM IST – Monday to Friday

On call support (only for critical issues) – Alternate weekend

The Person

• Positive can-do attitude, good manner with initiative
• Technical understanding in relation PCs, Networking, Displays, Wireless
• Customer focused & excellent communication skills are essential
• Ability to make decisions, compile reports based on data analytics
• Able to work fast and solve problems under pressure at times of high workload and competing priorities
• Remain focused, composed, optimistic and flexible in difficult situations; resilient and bounces back from failures or disappointments
• Focuses on results and desired outcomes and how best to achieve them
• Comfortable working with ambiguity & to question to gain full understanding
• Displays an ongoing commitment to learning and self-improvement
• A willing and helpful person who thrives on providing support for the team to achieve their goals

Qualification/skills

• Basic knowledge of PCs, Networking, Displays, Wireless
• Validating analytics data
• Discretion with confidential client information
• 3+ years customer service experience within a technical industry
• To have an interest in the build environment or architecture
• A Financial background is desirable
• Proficient in Microsoft Excel & Word is essential
• Excellent communication skills – presentation, written and verbal
• Ability to prioritise workload and problem solve
• Good research skills and attention to detail

• Create an inspiring team environment with an open communication culture
• Set clear team goals
• Delegate tasks and set deadlines
• Oversee day-to-day operation
• Monitor team performance and report on metrics
• Motivate team members
• Discover training needs and provide coaching
• Listen to team members’ feedback and resolve any issues or conflicts
• Recognize high performance and reward accomplishments
• Encourage creativity and risk-taking
• Suggest and organize team building activities
• Responsible for distributing information to team members and stakeholders
  
• Coordinates operation strategies and activities to ensure the provision of outstanding customer service while adhering to regulatory and company guidelines
  
• Address customer concerns in reference to products, services rendered or employee interactions
  
• Train new employees on company standards and procedures, from how to handle a negative customer experience to how to properly interact with clients

Location : Mumbai

Big Picture (The Opportunity) :

Are you looking for an opportunity to advance your Career? & If you are able to maintain a positive attitude even when everything goes wrong, if you are detail oriented and self motivated with a passion to learn and improve your skills and knowledge, we have a perfect job for you !

What do we want from you ? (Our Expectations) :

• Zero to 2 years experience in Linux Operating System.
• Flexible working hours - able to support occasional nights, weekends, and call-ins, able to quickly adapt to a constantly changing faced paced environment. Open to travel to sites.
• An ideal person who is excited and motivated about running and supporting a production - grade critical infrastructure and looks for opportunities to improve processes with automation.

What are you required to do ? (Your Responsibilities) :

• Proactively maintain and develop all linux infrastructure technology to maintain a 24*7*365 uptime service.
• Engineering of systems administration-related various solutions for our various SAAS products and projects as well as operational needs.
• Proactively monitoring system performance and capacity planning.
• Providing technical support to customers for Applications, Operating systems, and networking.
• Will also be the first point of contact for our clients, where installations are placed on a permanent basis, for basic troubleshooting and problem solving.
• Fault finding, analysis and logging information for reporting of performance exceptions.
• Maintain best practices on managing systems and services across all environments.

Skills & Qualification Required (Add Value) :

• Graduate - Preferred to have Bachelor‘s Degree in Engineering, Computer Science or related field.
• He / She should be familiar with the installation and configuration of Linux operating systems and setup and operation of TCP/IP networking on Linux systems also familiar with Internet concepts including SMTP, IMAP, POP, HTTP, DNS, LDAP and related protocols.
• You should possess excellent communication skills .
• Knowledge of Email concepts, Helpdesk Concept , VoIP Concept , Cloud computing will be an added advantage.

1. Address and resolve applications issues, provide updates and perform root cause analysis.
2. Plan, execute and implement applications and configuration change procedures.
3. Supervise all alerts related to application and system procedures and provide services proactively.
4. Maintain good professional relationships with counterparts of development, Platformsupportand channel partners
5. Gain and maintain expertise in flow of application process and systems related to domain
6. Flexibility - responsibilities may require occasional evening and weekend work.
7. Coordinate across teams and resolve all complex application and system issues ranging in complexity (Low to Critical).
8. Coordinate with departments and QA departments and administer code migrations in various environments and production outputs.
9. Manage all production systems and recommend ways to optimize performance and provide solution to problems and prepare reports for all problems.
10. Follow standards and best practices bring operational efficiencies, stability and availability of the system.
11. Comprehend various metrics on operational dashboards and reports and take corrective actions
12. Manage all development system and recommend ways to optimize performance and provide solutions to problems and prepare reports for all problems.
13. Assisting with systems integration
14. Issue management and problem management - ensuring comprehensive database of queries and resolutions is kept up to date

The Real fit  candidate for this position

 is an energetic, self-motivated individual focused on solving customer problems. He shall be a responsive team player who can proactively contribute to building technical strategies for operations, applications and systems by promoting an understanding of the technology and business roadmap. He /she is someone who thrives in a fun, fast-paced, dynamic, startup-like environment with following key skills

1. Exceptional verbal and written communication skills
2. Listening ability and patience
3. Critical thinking, complex problem solve and Troubleshoot
4. Excellent interpersonal skills in areas such as teamwork, facilitation, and negotiation, and
5. Able to work independently or as part of a team.
6. Ability to explain complex ideas to those with limited IT and systems knowledge.
7. Demonstrate ability to independently learn technologies and process through continuous learning.
8. Ability to work as part of a cross-cultural team including flexibility tosupportmultiple locations when necessary.