Application Support L2/L3

Careernet; Hyderabad; On-site; INR 400,000 - 800,000; Full time

Job summary

Careernet in Hyderabad, India, invites applications for a Functional Support Consultant to join our SaaS product support team. The role focuses on delivering reliable, customer-centric assistance from issue inception to resolution, in a fast-paced startup-like environment.

You will handle user queries, own issues end-to-end, and collaborate with internal stakeholders to ensure timely, high-quality support while continuously learning about our software and processes.

Qualifications

• 2–5 years of experience in Application Support for SaaS products.
• Proficiency in case management, knowledge bases and defect/escalation processes.
• Interest in learning complex software and supporting customers effectively.

Responsibilities

• Provide product support to users of the applications.
• Own customer reported issues and drive them to resolution within SLAs.
• Deliver a delightful customer experience by partnering with stakeholders.
• Follow quality and process standards and prioritize tickets as needed.
• Be a team player in rotational shifts.
• Empathize with client situations and provide quick resolutions or workarounds.
• Communicate issues and resolutions clearly with internal teams and customers.

Skills

Excellent communication

Analytical problem solving

SaaS application support

SQL queries

Scripting

Thrives in fast-paced environment

Tools

Case management

Knowledge base

Defect escalation management

Job description

Functional Consultant

Job Summary

Functional Support Consultant will be responsible for providing support to our high-end, robust and scalable SaaS products. He/She plays a significant role as an extension of our internal teams, the ultimate ambassador who delivers continuous support from the advent of the conflict to the time it gets resolved. S/he should be keen to learn about our complex software products and have a people-first mentality.

Responsibilities

1. Responsible for providing product support to users of the applications.
2. Own customer reported issues and drive them to resolution meeting the SLAs
3. Provide a delightful customer experience by partnering with internal and external stake holders
4. Supports and contributes to the growth of best practices for delivery of Have the will to learn and understand our products and their features to support and educate clients Follow the Quality and Process compliance to do the right thing for customers and the organization Dynamically prioritize tickets and multi-task when needed
5. To be a team player who can work in rotational shifts.
6. To empathize with client situations and provide quick resolutions or workarounds.
7. Have a collaborative approach to clearly communicate issues and resolutions with the internal teams and customers.
8. Requirements
9. 2 to 5 years of experience in Application Support preferably a SaaS application
10. Familiarity with tools & practices of the trade such as case management, knowledge base, defect & escalation management.
11. A technology-centric background
12. Strong logical, analytical and problem solving skills
13. Excellent communication skills
14. Can work in a fast paced, ever changing, start-up environment
15. Proficiency in running SQL queries is a plus
16. Scripting knowledge is a plus