Product Support Engineer

HighRadius; Hyderabad; On-site; INR 350,000 - 650,000; Full time

Job summary

HighRadius is seeking an Associate Functional Support Consultant to provide support for our SaaS products.

The role acts as an extension of internal teams, delivering continuous support from issue inception to resolution, with a people-first approach and a passion to learn our complex software.0 You will own customer-reported issues, collaborate with stakeholders, and prioritize tickets while adhering to SLAs.

Qualifications

• 2–5 years of experience in Application Support, preferably SaaS.
• Familiarity with case management, knowledge base, defect & escalation management processes.
• Technology-centric background with strong logical, analytical and problem solving skills.
• Excellent communication skills and ability to work in a fast-paced startup environment.
• Proficiency in SQL queries is a plus; scripting knowledge is a plus.

Responsibilities

• Provide product support to users of HighRadius applications.
• Own customer reported issues and drive them to resolution within SLA.
• Deliver delightful customer experience by partnering with internal and external stakeholders.
• Contribute to best practices for HighRadius Support services.
• Understand application troubleshooting practices to enable resolutions.
• Learn about products and educate clients accordingly.
• Communicate issues and resolutions clearly with internal teams and customers.

Skills

SQL

Analytical skills

Communication skills

SaaS knowledge

Problem solving

Startup environment

Scripting basics

Tools

Case management

Knowledge Base

Defect & escalation management

Job description

Job Summary

Associate 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 HighRadian 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. If you are ready to leverage your grit, creativity and bit of wit and humor to experience an awesome company culture - then you should be a HighRadian!

Responsibilities

• Responsible for providing product support to users of the Highradius applications.
• Own customer reported issues and drive them to resolution meeting the SLAs.
• Provide a delightful customer experience by partnering with internal and external stakeholders.
• Supports and contributes to the growth of best practices for delivery of HighRadius Support services.
• Understand HighRadius application troubleshooting practices to ensure successful resolution of the issues.
• 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.
• To be a team player who can work in rotational shifts.
• To empathize with client situations and provide quick resolutions or workarounds.
• Have a collaborative approach to clearly communicate issues and resolutions with the internal teams and customers.

Requirements

• 2 to 5 years of experience in Application Support, preferably a SaaS application.
• Familiarity with tools & practices of the trade such as case management, knowledge base, defect & escalation management.
• A technology-centric background.
• Strong logical, analytical and problem solving skills.
• Excellent communication skills.
• Can work in a fast paced, ever changing, start-up environment.
• Proficiency in running SQL queries is a plus.
• Scripting knowledge is a plus.