Support Consultant - Customer Success

e-Hireo; Bengaluru; On-site; INR 334,800 - 558,000; Full time

Job summary

A leading retail intelligence company in Bengaluru is seeking a Support Consultant for Customer Success to ensure client satisfaction. In this role, you will interact with clients to gather requirements, troubleshoot issues, and assist with product configuration. Ideal candidates will possess excellent communication and documentation skills, understand the FMCG business model, and be comfortable in a fast-paced environment. This is a full-time entry-level position offering the opportunity to work closely with internal teams and clients.

Qualifications

• Strong documentation skills and excellent verbal/written communication.
• Computer and mobile-savvy.
• Understanding of the FMCG business model.
• Eagerness to work in a fast-paced start-up environment.
• Experience in SaaS onboarding support is a plus.

Responsibilities

• Configuration of the product to meet customer requirements.
• Client interaction to communicate requirements to internal teams.
• Collaborate with stakeholders to identify issues and provide assistance.
• Monitor tickets and ensure strict adherence to SLAs.
• Conduct quality checks and obtain client sign off.

Skills

Excellent communication skills (Written and Verbal)

Strong documentation skills

Moderate knowledge of MS-Excel

Understanding of the FMCG business model

Willingness to work in a high-pressure environment

Experience in SaaS Product Onboarding and support

Job description

Designation: Support Consultant- Customer Success

About Company

This organization is a leading retail intelligence and automation platform that empowers brands and distributors to optimize their sales and distribution operations. It provides tools for real-time field-force management, inventory tracking, order placement, and route planning. By leveraging analytics and mobile-based workflows, the platform helps consumer goods companies improve retail execution, gain visibility across supply chains, and make data-driven decisions. Its solutions are widely used across emerging markets to enhance efficiency, boost sales performance, and strengthen relationships with retailers.

Roles and Responsibilities

• Understanding of software architecture, Configuration of the product to match customer requirements
• Working with Master data, assisting with service requests and troubleshooting problems with data.
• Client Interaction- Handle clients and communicate client’s requirements to internal teams.
• Collaborate with internal stakeholders and Clients to identify issues and provide technical assistance within defined SLAs.
• Helping customers generate reports and offering thorough expertise to customers on the product and its usage.
• Quality check of deliverables and conduct UAT with the client and get sign off.
• Ensure user’s adoption post-go-live and share regular updates to clients.
• Monitor tickets raised on the Support Tool and ensure strict adherence to SLAs and timely and effective resolution.
• Provide Root Cause Analysis (RCA) for critical Tickets and Incidents
• Maintain documentation of FAQs and address knowledge gaps.
• Coordination with Internal and Client Stakeholders for Web/App upgrades and ensure smooth, timely releases.
• Documentation of end-to-end test cases for any Change Request (CR) deployment or feature upgrade for Client.

Required Skills

• Excellent communication skills (Written and Verbal), strong documentation skills
• Computer and mobile-savvy with moderate knowledge of MS-Excel.
• Understanding of the FMCG business model
• Willingness and eagerness to work in a high-pressure fast-growing start-up environment
• Experience in SaaS Product Onboarding and support will be an added advantage.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Customer Service

Industries

• Software Development and Retail