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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

• Creating and managing ETL/ELT pipelines based on requirements
• Build PowerBI dashboards and manage datasets needed.
• Work with stakeholders to identify data structures needed for future and perform any transformations including aggregations.
• Build data cubes for real-time visualisation needs and CXO dashboards.

Required Tech Skills

• Microsoft PowerBI & DAX
• Python, Pandas, PyArrow, Jupyter Noteboks, ApacheSpark
• Azure Synapse, Azure DataBricks, Azure HDInsight, Azure Data Factory

We are looking for a Senior Data Engineer to join the Customer Innovation team, who will be responsible for acquiring, transforming, and integrating customer data onto our Data Activation Platform from customers’ clinical, claims, and other data sources. You will work closely with customers to build data and analytics solutions to support their business needs, and be the engine that powers the partnership that we build with them by delivering high-fidelity data assets.

In this role, you will work closely with our Product Managers, Data Scientists, and Software Engineers to build the solution architecture that will support customer objectives. You'll work with some of the brightest minds in the industry, work with one of the richest healthcare data sets in the world, use cutting-edge technology, and see your efforts affect products and people on a regular basis. The ideal candidate is someone that

• Has healthcare experience and is passionate about helping heal people,
• Loves working with data,
• Has an obsessive focus on data quality,
• Is comfortable with ambiguity and making decisions based on available data and reasonable assumptions,
• Has strong data interrogation and analysis skills,
• Defaults to written communication and delivers clean documentation, and,
• Enjoys working with customers and problem solving for them.

A day in the life at Innovaccer:

• Define the end-to-end solution architecture for projects by mapping customers’ business and technical requirements against the suite of Innovaccer products and Solutions.
• Measure and communicate impact to our customers.
• Enabling customers on how to activate data themselves using SQL, BI tools, or APIs to solve questions they have at speed.

What You Need:

• 4+ years of experience in a Data Engineering role, a Graduate degree in Computer Science, Statistics, Informatics, Information Systems, or another quantitative field.
• 4+ years of experience working with relational databases like Snowflake, Redshift, or Postgres.
• Intermediate to advanced level SQL programming skills.
• Data Analytics and Visualization (using tools like PowerBI)
• The ability to engage with both the business and technical teams of a client - to document and explain technical problems or concepts in a clear and concise way.
• Ability to work in a fast-paced and agile environment.
• Easily adapt and learn new things whether it’s a new library, framework, process, or visual design concept.

What we offer:

• Industry certifications: We want you to be a subject matter expert in what you do. So, whether it’s our product or our domain, we’ll help you dive in and get certified.
• Quarterly rewards and recognition programs: We foster learning and encourage people to take risks. We recognize and reward your hard work.
• Health benefits: We cover health insurance for you and your loved ones.
• Sabbatical policy: We encourage people to take time off and rejuvenate, learn new skills, and pursue their interests so they can generate new ideas with Innovaccer.
• Pet-friendly office and open floor plan: No boring cubicles.