Technical Support Engineer

at Rolling Arrays

DP
Posted by Meryll Rebello
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Remote, Mumbai
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1 - 2 yrs
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₹2L - ₹5L / yr
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Full time
Skills
Technical support
Trend analysis
Decision-making
Communication Skills
Reporting
SLA
Ticketing Tools

Job Responsibilities :

  • Take over the maintenance support from the implementation team post project implementation
  • Analyze the metrics of incidents, issues, and requests raised from the live customers to identify patterns that can help product development and customer support team to improve the quality
  • Determine and categorize the support issues into various categories like product feedback, enhancement, customer education etc.   
  • Coordinate with the product development, product education and customer success team to provide efficient resolution to the customer requirements
  • Direct and supervise the support team to create documentation for recurring issues and organize in the knowledge bank.
  • Generate customer specific metrics to determine the trends that can help internal stakeholders make decisions on how the customer satisfaction can be increased.


Requirements:

  • Previous experience of working in an Application Support team servicing multiple end customers.
  • Experience in creating reports consisting trend analysis to facilitate decision making using excel or other tools.
  • Good communication and writing skills. 
  • Ability to synthesize effective responses to customer queries. 
  • Experience working with and delivering on SLAs.
  • Experience in SAP SuccessFactors or similar SaaS based HR Technology Applications is preferred
  • Experience in documenting fixes for recurring incidents and requests.
Read more

About Rolling Arrays

Founded
2009
Type
Size
100-1000
Stage
Profitable
About


About Rolling Arrays
Rolling Arrays provides HR Software and HR System Implementation Services (SAP SuccessFactors) to customers in Singapore, Malaysia, Australia, UAE, Hong Kong. Rolling Arrays (RA) was featured as Singapore’s Top 75 fastest growing companies by the leading newspaper of Singapore - The Straits Times in 2021 where RA was ranked 48. Rolling Arrays has 2 line of business :

 

HR System Implementation :

In this line of business, RA has 100 Talented HR-Tech-Consultants spread across Singapore, Malaysia and India (Mumbai). Currently Rolling Arrays is regarded as number ONE mid-size firm in the South East Asian Market with a strong track record of 12 Years and more than 200 enterprise level SAP SuccessFactors projects till date. Based on market demand and established brand value, RA plans to double its consulting headcount by 2022.

 

HR Software :

Rolling Arrays has 3 HR Software products :

  • Rhombus HRIS
  • Reimburse (AI Enabled Travel & Expense Management Software for Enterprises)
  • CICO (Intelligent Time Capture Machine, a software alternative to Physical Biometric Devices)

 

Rolling Arrays ventured into HR Software business in 2018 and has a dedicated team of 30 handpicked Software Engineers in Singapore and Mumbai. Based on strong market demand, RA plans to expand its Engineering team rapidly over the next 3 years.

Read more
Company video
Photos
Connect with the team
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Vaishali Shinde
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Damyanti Bhanushali
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June Ng
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Srikanth Bheemishetty
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Rohit Jaithliya
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Satish Subramanian
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Gerald Chow
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Rohit Jaithliya
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Meryll Rebello
Company social profiles
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