Senior Consultant - Product Support

Analec Infotech; Gurugram District; On-site; INR 600,000 - 900,000; Full time

Job summary

Analec Infotech is seeking a Senior Consultant in Global Client Consulting to deliver high-quality service to international clients. You will coordinate with multiple internal units to own and resolve tickets, ensuring SLA adherence and quality. Strong communication, problem solving, and willingness to work in shifts are essential.

The role requires 4+ years in technical/application support, with experience in logging/resolving tickets for global clients and creating relevant documentation.

Qualifications

• Experience in Technical/Application Support and global client logs.

Responsibilities

• Provide high quality service to Global Clients and manage client relations.

Skills

Client management

Stakeholder management

Ticket logging

Troubleshooting

SQL basics

VBA macros basics

Documentation

English communication

Education

Bachelor's in IT

Postgraduate IT specialization

Any graduate with relevant experience

Job description

Job Description

• Reporting to the Head of ANALECs Global Client Consulting Group. The Senior Consultant Client
• Consulting Group individual is required to provide a high quality service to the Global Clients. The
• core focus centres on Client Management and Stakeholder Management. The successful individual is
• required to work in coordination with the other Business Units in Analec (e.g., Implementation
• Consulting, Software Development, Software Testing, Release Manager) in order to take complete
• Ownership of daily challenges and problems given by our clients.
• Responsible for Logging of Tickets. Taking Complete Ownership of the Tickets logged.
• Ensuring Total Time taken for issue Resolution is as per SLA while Maintaining the Quality of Resolution.
• Enjoy Challenging work. Problems and questions are generally unique and different in every case. Repetitive problems are few. The Successful candidate must be willing to engage in the investigation of the problem never giving up until it resolves.
• Working as a Support Queue Manager. Acquires fundamental knowledge of the Product Module being used by the Global Customer. Ensures that the maximum tickets are logged and resolved at his level. Does a complete Ticket Analysis prior to the Escalation for Immediate Closure.
• Working as an Account Manager. Takes complete Ownership of the outstanding issues of the Tickets logged for the Assigned Global Customer. Working closely with the Implementation Consulting, Software Development, and Software Testing, Release Manager etc. for successful, timely and quality resolution of the Logged Tickets.
• Under MIS reporting, the job holder requires to do a regular and correct updating of the Ticket Tracker sent to the Management on the issues assigned. Interact with the Head of the ANALECs Global Support Group Head and other Stakeholder involved pertaining to the progress of the reported escalations.

Requisite Skill Set

The skill set essential for this job is as follows:

• Good Organization Skills. Detailed oriented. Process Oriented.
• Good Interpersonal Skills - Teamwork and participation with stakeholders while maintaining independence and discipline in closure of Tickets.
• Ability to Influence and gain cooperative relationship internally with the Departments and externally with global customers
• Trouble Shooting & Problem Solving. Ability to analyze and solve technical problems.
• Product knowledge.
• Basic SQL knowledge to use the select, update, insert queries.( not essential initially but individual will need to acquire)
• Understanding of the product's database tables.
• Basic VBA Macros knowledge to understand the errors/issues required for Ticket
• Resolution. .( not essential initially but individual will need to acquire)
• Develop a thorough understanding of the ANC Functions being used to retrieve the financial numbers on the word Template in the ANALEC product suites.
• High levels of Communication skills- Written & Spoken English.
• Self Starter, works well unsupervised or with limited supervision.
• Willingness to work in Shifts.

Educational Qualifications

Candidate must possess any of the following educational qualifications as a pre-requisite:

• Bachelors Degree in Information Technology (or equivalent qualifications) from a reputed University or Institution or
• Post-Graduation Specialization in Information Technology from a reputed Institution/University or
• Any Graduate/Post Graduate with relevant experience in Technical/Application Support

Work Experience

Candidate must have the following experience and attributes:

• 4+ years in Technical/Application Support
• Experience on Logging and Resolving of the Tickets with Global Clients
• Experience of creating Technical Documentation (related to the tickets logged and resolved)
• Track record to manage time effectively, to work under time pressure, to meet schedules and deadlines, to multi-task, to plan, organize and prioritize work assignments and pay close attention to detail
• Experience of rapidly learning new software and maintain competency with developing technologies
• Experience of On the Spot Troubleshooting during a Release Process
• Experience of working effectively in a diverse workforce and interacting with International Clients