Source description
About the role
Responsibilities: Understanding of software architecture, configuration of the product to match customer requirements.Working with master data, assisting with service requests and troubleshooting problems with data.Client Interaction - Handle clients and communicate clients' requirements to internal teams.Collaborate with internal stakeholders and clients to identify issues and provide technical assistance within defined SLAs.Helping customers generate reports and offering thorough expertise to customers on the product and its usage.Quality check of deliverables and conduct UAT with the client and get sign-off.Ensure the user's adoption post-go-live and share regular updates with clients.Monitor tickets raised on the Support Tool and ensure strict adherence to SLAs and timely and effective resolution.Provide Root Cause Analysis (RCA) for critical tickets and incidents.Maintain documentation of FAQs and address knowledge gaps.Coordination with internal and client stakeholders for web/app upgrades and ensuring smooth, timely releases.Documentation of end-to-end test cases for any Change Request (CR) deployment or feature upgrade for the client. Requirements: Excellent communication skills (written and verbal) and strong documentation skills.Computer and mobile-savvy with moderate knowledge of MS Excel.Understanding of the FMCG business model.Willingness and eagerness to work in a high-pressure, fast-growing start-up environment.Experience in SaaS product onboarding and support will be an added advantage. Responsibilities: Understanding of software architecture, configuration of the product to match customer requirements.Working with master data, assisting with service requests and troubleshooting problems with data.Client Interaction - Handle clients and communicate clients' requirements to internal teams.Collaborate with internal stakeholders and clients to identify issues and provide technical assistance within defined SLAs.Helping customers generate reports and offering thorough expertise to customers on the product and its usage.Quality check of deliverables and conduct UAT with the client and get sign-off.Ensure the user's adoption post-go-live and share regular updates with clients.Monitor tickets raised on the Support Tool and ensure strict adherence to SLAs and timely and effective resolution.Provide Root Cause Analysis (RCA) for critical tickets and incidents.Maintain documentation of FAQs and address knowledge gaps.Coordination with internal and client stakeholders for web/app upgrades and ensuring smooth, timely releases.Documentation of end-to-end test cases for any Change Request (CR) deployment or feature upgrade for the client. Requirements: Excellent communication skills (written and verbal) and strong documentation skills.Computer and mobile-savvy with moderate knowledge of MS Excel.Understanding of the FMCG business model.Willingness and eagerness to work in a high-pressure, fast-growing start-up environment.Experience in SaaS product onboarding and support will be an added advantage.