We are looking for passionate and driven Implementation/Support Executive for our office in infopark, Kakkanad, Kochi to be a part of a product development support team, to assist in implementing the software product for various clients in US. To be the first line of contact for client supports and work as the link between the development team, onsite support team and the clients, thus enhancing the client experience.
Exciting Opportunity to work in a niche US enterprise software product domain and involvement in Software implementation & Support on SAAS/ Cloud based applications for US clientele
Attend client meetings, demos along with the pre-sales team.
Review of the client requirements, analysis with the enterprise product development team.
Ensuring the project / enhancements request meets the scope and deliverable
Assisting the development team and QA team to implement and configure the software application for new clients based on the client requirements.
Review and testing of the client requirements during software release process
Support and co-ordinate with the onsite/offshore teams, review deliverable and progress on a daily basis
Interact with the US customer support team on customer needs and to resolve issues.
Providing the first line of support to clients based on the nature of the support.
Attending client calls / meetings to understand their concerns / support requests and convert them as actionable tickets for the development team.
Maintaining and keeping track of the client support calls.
Close interaction with the development and QA team to ensure support calls are closed as per the agreed time lines and priorities.
Interaction with the client / attending client meetings as and when required.
Providing prompt customer support and timely resolution of support calls.
Will need to work in US time zone based on need till 11 pm or 12 am IST
Graduate Engineers BTech (CS / IT), MCA/ MSc / MBA / First class graduates with a minimum of 2 years of software product implementation and support experience with US based clients, in a recognized, global IT Services/ consulting company.
At least 2+ of overall software product implementation and support experience,
Basic understanding of Software development life cycle in an agile environment
Ability to quickly understand the product features, functionalities and provide solutions to client support calls.
Experience in configuring software products based on client requirements on the cloud platform.
Experience in handling customer communicating directly with US based clients
Prior experience working in an agile product development environment is a plus.
Prior experience in Tech support and handling overseas customers is a plus
Experience in working with project management / support ticket tracking software.
Excellent oral, verbal communication and interpersonal skills.
Excellent team player, multi tasking capability and ability to work under pressure.
* Selected candidates will be given technical and domain level orientation, exposure to project management methodology & tools and quality management process
* Remuneration will be based on relevant skills and hands-on experience and not a constraint for the right candidates