Associate Support Consultant

Basware; Palwal; On-site; INR 400,000 - 700,000; Full time

Job summary

Basware seeks an Associate Support Consultant to join its global Customer Support team. Based in India with potential shifts, you will handle inquiries via tickets, phone, and live chat, troubleshoot issues, and deliver high-quality resolutions to ensure customer satisfaction.

You will collaborate with technical teams, create knowledge base content, and leverage AI-driven insights to improve service delivery.

Qualifications

• 2+ years of customer support experience.
• Bachelor's degree in a relevant field or equivalent experience.
• Strong analytical and problem-solving abilities.
• Excellent verbal and written communication skills.
• Knowledge of Cloud Computing and S2P/P2P is a plus.
• Ability to prioritize tasks in a fast-paced environment.
• Experience with 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 to simplify customers' experiences.
• Collaborate with technical teams to resolve complex issues.
• Proactively follow up with customers for feedback.
• Contribute to knowledge base articles and FAQs for internal/external use.

Skills

Customer support

Communication

Problem solving

SQL

AI awareness

Education

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

MCA

Tools

XML

ERP systems

Cloud platforms

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