System Engineer

Sourceease Hr Services

Sirohi

On-site

INR 350,000 - 500,000

Full time

14 days+

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Job summary

SourceEase HR Services Pvt. Ltd. is seeking an Associate Product Operations & Support Analyst to help clients use our software, configure the application, onboard new customers, and resolve product issues.

You will coordinate with internal teams to ensure a seamless customer experience and act as the first point of contact for product queries. The role suits fresh graduates or candidates with up to one year of experience who enjoy solving problems, working with SaaS products, and interacting

Qualifications

Good knowledge of MS Excel or Google Sheets.
Basic understanding of software applications and web-based platforms.
Basic SQL knowledge (preferred but not mandatory).
Familiarity with ticketing tools like Jira, Freshdesk, Zendesk, or ServiceNow is an advantage.
Excellent communication and analytical skills.
Ability to work in a fast-paced environment.
Willingness to learn new technologies and business processes.

Responsibilities

Configure the software based on client requirements and manage user access.
Onboard new clients and support product implementation with internal teams.
Handle product-related support queries and troubleshoot issues.
Communicate with clients via phone, email, or virtual meetings.
Follow SOPs and maintain implementation and support documentation.
Prepare daily/weekly operational reports and track metrics.
Suggest improvements based on customer feedback and testing.

Skills

MS Excel

Google Sheets

SQL (basic)

Ticketing tools (Jira, Freshdesk, Zend

Education

B.Tech / B.E.

BCA

MCA

B.Sc. (Computer Science / IT)

BBA

MBA (Preferred but not mandatory)

Tools

Jira

Freshdesk

Zendesk

ServiceNow

CRM/ERP awareness

Job description

Job Description Associate Product Operations & Support Analyst

Company: SourceEase HR Services Pvt. Ltd.

Job Title: Associate Product Operations & Support Analyst

Experience: 01 Year

Employment Type: Full-Time

Location: Dwarka Sector 7, New Delhi

Working Days: 6 Days a Week (MondaySaturday)

About SourceEase HR Services Pvt. Ltd.

SourceEase HR Services Pvt. Ltd. is a growing HR solutions and technology-driven organization committed to delivering efficient recruitment and workforce management solutions. We are looking for enthusiastic and detail-oriented individuals who are eager to build a career in Product Operations, Client Support, and Business Operations.

This role is ideal for fresh graduates or candidates with up to one year of experience who enjoy solving problems, working with software products, and interacting with clients.

Job Summary

As an Associate Product Operations & Support Analyst, you will be responsible for supporting clients in using our software products, configuring the application based on business requirements, onboarding new clients, resolving product-related issues, and coordinating with internal teams to ensure a seamless customer experience.

You will act as the first point of contact for product-related queries and play an important role in ensuring smooth product operations and customer satisfaction.

Key Responsibilities

Product Configuration

Configure the software based on client requirements.
Create and manage user accounts, roles, and permissions.
Configure workflows and product settings.
Validate configurations before client go-live.
Maintain configuration documentation.

Client Onboarding & Implementation

Assist in onboarding new clients.
Understand client requirements and assist in product setup.
Coordinate with internal teams during implementation.
Support User Acceptance Testing (UAT).
Ensure a smooth transition from implementation to production.

Product Support

Handle product-related support queries from clients.
Troubleshoot configuration and application issues.
Resolve basic product issues and elevate complex cases to the technical team.
Track support tickets until closure.
Maintain complete issue documentation.

Client Communication

Interact with clients through phone, email, or virtual meetings.
Explain product features and workflows in a simple manner.
Provide timely updates on issue resolution.
Build positive relationships with clients.

Operational Support

Follow standard operating procedures (SOPs).
Maintain implementation and support documentation.
Ensure SLA compliance.
Monitor operational activities and identify improvement opportunities.

Reporting & Documentation

Prepare daily and weekly operational reports.
Maintain support records and implementation logs.
Track support metrics and issue trends using Excel or Google Sheets.

Product Improvement

Collect customer feedback and enhancement requests.
Report recurring issues to the Product team.
Participate in testing new product features before release.

Required Skills

Technical Skills

Good knowledge of MS Excel or Google Sheets.
Basic understanding of software applications and web-based platforms.
Basic SQL knowledge (preferred but not mandatory).
Familiarity with ticketing tools like Jira, Freshdesk, Zendesk, or ServiceNow is an advantage.

Soft Skills

Excellent communication skills.
Strong analytical and logical thinking.
Problem-solving attitude.
Attention to detail.
Ability to work in a fast-paced environment.
Willingness to learn new technologies and business processes.
Good organizational and time management skills.

Educational Qualification

B.Tech / B.E.
BCA
MCA
B.Sc. (Computer Science / IT)
BBA
MBA (Preferred but not mandatory)

Any graduate with good communication skills and an interest in Product

Experience

01 Year of experience.

Freshers with internships or project experience in Product Support, Customer Support, Business Operations, SaaS Products, or Client Support are encouraged to apply.

Preferred Skills