Associate Support Consultant

Basware; Chandigarh; On-site; INR 420,000 - 540,000; Full time

Job summary

Basware in Chandigarh, India, seeks an Associate Support Consultant with 2+ years of customer support experience to handle inquiries via ticketing, phone, and live chat.

You will troubleshoot issues, collaborate with tech teams, build knowledge base content, and explore AI-driven enhancements while delivering excellent service.

Qualifications

• Bachelor's degree or equivalent practical experience.
• Strong analytical skills and problem solving mindset.
• Excellent verbal and written communication.
• Knowledge of Cloud Computing and S2P/P2P is a plus.
• Ability to prioritize tasks in a fast-paced environment.
• Previous customer support experience is mandatory.
• Collaborative team player.
• Proficiency in SQL for data analysis.
• Familiarity with XML and ERP systems.
• Willingness to work in shifts.

Responsibilities

• Act as the primary contact for customer inquiries via ticket notes, phone, and live chat.
• Analyze and troubleshoot reported issues systematically.
• Deliver high-quality resolutions while adhering to support standards.
• Provide exceptional customer service with a focus on simplifying customers' experiences.
• Collaborate with technical teams to efficiently resolve complex issues.
• Proactively follow up with customers for feedback.
• Contribute to knowledge base articles and FAQs for internal and external use.
• Experience with AI tools, frameworks, or applications is a strong asset.

Skills

SQL

Communication

Analytical

Problem-solving

Customer support

Cloud computing

S2P/P2P knowledge

ERP familiarity

XML

AI tools familiarity

Education

B.E / B.Tech / M.Tech - CSE/IT

MCA

Tools

XML

ERP systems

Job description

With a team of over 230 experts, Basware's global Customer Support function, is committed to delivering professional, efficient, and effective technical assistance to customers and partners worldwide. Our goal is to enhance customer experience, satisfaction by swiftly resolving Cases and Incidents, facilitating seamless utilization of Basware products and services.

Customer Support draws on our collective expertise so that our customers realize the best possible business outcomes with Basware’s number 1 AP solutions.

Based in Chandigarh (India) and Iasi (Romania), our 1st line Customer Support team is an integral part of this global structure, specializing in resolving standardized technical queries and issues to ensure customer satisfaction and operational continuity.

We are currently seeking candidates for the Associate Support Consultant role, requiring a minimum of 2 years of customer support experience. Responsibilities include addressing customer queries, providing efficient problem-solving assistance, and maintaining exceptional communication for customer satisfaction. This role entails both independent work and collaboration with various teams to deliver a seamless customer experience.

As an Associate Support Consultant, you'll have opportunities to contribute to enhancing our support services while advancing your skills and career through our support and development initiatives.

Role Responsibilities:

• Act as the primary contact for customer inquiries, concerns, and support requests via ticket notes, phone, and live chat.
• Analyze and troubleshoot reported issues systematically.
• Deliver high-quality resolutions while adhering to support standards.
• Provide exceptional customer service with a focus on simplifying customers' experiences.
• Collaborate with technical teams to efficiently resolve complex issues.
• Proactively follow up with customers for feedback
• Contribute to support by creating and developing knowledge base articles and FAQs for internal and external use.
• Experience with AI tools, frameworks, or applications is considered a strong asset.

We highly value candidates who demonstrate curiosity, a proactive mindset, and a willingness to explore and incorporate AI-driven technologies into their work. We encourage growth in this area and provide opportunities for experimentation and learning.

• Bachelor's degree in a relevant field or equivalent practical experience.
• Strong analytical skills and a knack for problem-solving
• Exceptional verbal and written communication skills, with the ability to convey technical concepts in a clear and understandable manner.
• Knowledge of Cloud Computing and S2P/P2P is a plus.
• Ability to prioritize tasks in a fast-paced environment.
• Previous customer support experience is mandatory.
• Collaborative team player.
• Demonstrate proficiency in SQL for data analysis.
• Familiarity with XML, and ERP systems.
• Willingness to work in shifts.

Educational qualifications:

• B.E / B.Tech / M.Tech - CSE/IT
• MCA