Support Consultant - Customer Success

As a Support Consultant - Customer Success at the leading retail intelligence and automation platform, your primary role will be to configure the product to align with customer requirements and provide technical assistance to clients. Here's a breakdown of your responsibilities and the qualifications required for this position: Role Overview: You will be responsible for understanding software architecture, assisting with service requests, and troubleshooting data-related issues for clients. Additionally, you will handle client interactions, collaborate with internal stakeholders, and ensure timely resolution of technical issues within defined SLAs. Key Responsibilities: - Configure the product to meet customer requirements - Assist with Master data and troubleshooting problems with data - Communicate client's requirements to internal teams - Collaborate with stakeholders to identify and address technical issues - Conduct User Acceptance Testing (UAT) with clients and ensure sign off - Monitor and resolve tickets raised on the Support Tool within defined SLAs - Provide Root Cause Analysis (RCA) for critical Tickets and Incidents - Maintain documentation of FAQs and address knowledge gaps - Coordinate with stakeholders for Web/App upgrades and timely releases - Document end-to-end test cases for Change Request (CR) deployment or feature upgrades Qualifications Required: - Excellent communication skills (Written and Verbal) - Strong documentation skills - Computer and mobile-savvy with moderate knowledge of MS-Excel - Understanding of the FMCG business model - Willingness to work in a high-pressure fast-growing start-up environment - Experience in SaaS Product Onboarding and support (added advantage) This organization is a pioneer in retail intelligence and automation, offering tools for real-time field-force management, inventory tracking, order placement, and route planning. By leveraging analytics and mobile-based workflows, they enable consumer goods companies to enhance efficiency, boost sales performance, and strengthen retailer relationships. As a Support Consultant - Customer Success at the leading retail intelligence and automation platform, your primary role will be to configure the product to align with customer requirements and provide technical assistance to clients. Here's a breakdown of your responsibilities and the qualifications required for this position: Role Overview: You will be responsible for understanding software architecture, assisting with service requests, and troubleshooting data-related issues for clients. Additionally, you will handle client interactions, collaborate with internal stakeholders, and ensure timely resolution of technical issues within defined SLAs. Key Responsibilities: - Configure the product to meet customer requirements - Assist with Master data and troubleshooting problems with data - Communicate client's requirements to internal teams - Collaborate with stakeholders to identify and address technical issues - Conduct User Acceptance Testing (UAT) with clients and ensure sign off - Monitor and resolve tickets raised on the Support Tool within defined SLAs - Provide Root Cause Analysis (RCA) for critical Tickets and Incidents - Maintain documentation of FAQs and address knowledge gaps - Coordinate with stakeholders for Web/App upgrades and timely releases - Document end-to-end test cases for Change Request (CR) deployment or feature upgrades Qualifications Required: - Excellent communication skills (Written and Verbal) - Strong documentation skills - Computer and mobile-savvy with moderate knowledge of MS-Excel - Understanding of the FMCG business model - Willingness to work in a high-pressure fast-growing start-up environment - Experience in SaaS Product Onboarding and support (added advantage) This organization is a pioneer in retail intelligence and automation, offering tools for real-time field-force management, inventory tracking, order placement, and route planning. By leveraging analytics and mobile-based workflows, they enable consumer goods companies to enhance efficiency, boost sales performance, and strengthen retailer relationships.