Support Analyst
Overview
The Support Analyst is responsible for providing functional application support for e-commerce, Acumatica (ERP), and product integrations by working with clients to gather replication details. In addition, you'll provide exceptional customer service through support requests to internal and external customers.
Who Are You?
You are a Customer Support Specialist or post-implementation consultant for ERP systems or similar B2B software applications. You are curious to pursue the unknown, continuously improve, and have the ambition to grow in a fast-paced work environment.
Responsibilities
- Triage support requests in the appropriate Request tracking systems - Jira, JSD
- Provide functional application support for eCommerce, Acumatica (ERP), and integration Connector products by working directly with clients to gather replication details.
- Deliver exceptional Client service by being responsive and professional in all interactions with clients and coworkers. Perform all relevant steps to validate the client request and correctly identify the severity of the request.
- Apply Linux/Windows Administration skills to perform maintenance tasks defined in Kensium's managed services agreements. (10%)
- Conduct system maintenance tasks for managed services clients and regularly prepare analysis reports.
- Review and understand Client contracts as they relate to the signed SLAs that should be followed to respond to and work support Requests.
- Assist clients with installing and configuring Kensium products as directed by product owners.
- Ensure that proper processes are being adhered to and be able to report to the team lead and operations manager when improvements need to be made.
- Evaluate the impact of the request on the Client, then be able to prioritize the importance
- Create and maintain good relations with Clients to ensure a high level of Client satisfaction.
- Analyze and troubleshoot requests before escalating to the Level 2 Support team with the relevant details.
- Own Support Requests until closure and ensure that Clients receive regular status updates.
- Work with management to document and provide content for a knowledge base for easier reference on future Requests for all team members.
Requirements
- Graduate/Postgraduate (BCA/B Tech/MCA)
- 2-4 Years of experience as CSR in any Voice/Non-Voice Process from an eCommerce/ERP background.
- Linux/Windows Administration (desired for 10% of your work) .
- Practical and hands-on knowledge of eCommerce and ERP applications.
- Good experience in any well-known Ticket Management tool.
- Ability to communicate well with peers, cross-functional groups, and international customers (excellent spoken and written English language skills). Articulate and succinct.
- Receives ideas, information, and direction (both oral and written) positively. Seeks to clarify and confirm understanding if any instructions or terms are unfamiliar or vague.
- Strong analytical and problem-solving skills.
- Ability to think like a customer (see not their own, but the user's perspective).
- Brave in doing the right thing the right way instead of just sticking to the right way, following orders, or following processes at all costs.
- Ability to quickly identify challenges and bubble them up all the way to the top management (when necessary) and provides solutions instead of problems.
- Outstanding interpersonal and organizational skills.
Nice To Have
- Experience testing or providing support capabilities within the eCommerce and ERP fields.
- Multi-tasking in a fast-paced environment - Proficient in Software skills, including MS Office.
* Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. In addition, duties, responsibilities, and activities may change at any time with or without notice.