Consultant (Product Support)
New
R
Rolling Arrays TechnologiesSaaS HCM
IndiaFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 2 years
- Required Skills
- SQLJiraRESTful APIsCustomer supportSaaS
Requirements
- Minimum 2 years of experience supporting SaaS products in a customer-facing role.
- Fluency in English (written and spoken).
- Strong analytical and problem-solving skills with attention to detail.
- Strong written and verbal communication, listening, and interpersonal skills.
- Strong organizational and time-management abilities.
- Proficiency in Microsoft Office Suite.
- Experience with HCM solutions, especially SAP SuccessFactors.
- Familiarity with APIs and networking protocols (TCP/IP, SFTP, VPN).
- Familiarity with databases, basic SQL, and data management.
- Experience with case-tracking systems like JIRA.
Responsibilities
- Deliver world-class Customer Satisfaction in alignment with SLAs.
- Perform advanced troubleshooting to identify and resolve escalated product issues.
- Contribute to the Knowledge-Centered Support (KCS) system.
- Collaborate with internal and external stakeholders on complex cases.
- Ensure thorough documentation including user manuals and process guides.
- Conduct UAT briefings and support UAT sessions.
- Advocate for customer needs with product teams.
- Participate in on-call rotations for after-hours support.
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