Support Consultant

Posted 4 months ago

Job Responsibilities:

Position Summary:

The individual should be self-motivated, creative and proactive, to work successfully in a fast-paced environment. As a part of the “Client name” team, the individual will work closely with fellow developers, product owner, solution architect, project manager and other stakeholders throughout the SDLC..

Major Responsibilities:

  • First point of contact for internal and external questions concerning Planon software and services
  • Answering questions/advising on possible solutions to problems and providing possible workarounds
  • Analysing software errors, documenting them and then forwarding them to Development
  • Recording reports in the reporting system
  • Monitoring the progress of reports, and attending to their prompt and correct handling and communication to the customer (whether internal or external). Active “ownership” is also expected
  • Helping think through quality improvements for processes, procedures and the information supply with regard to completing reports
  • Maintaining contact with customers who require attention
  • Maintain up-to-date knowledge level
  • Conduct the business according to applicable law and company rules
  • Dealing with 2nd line calls in the reporting system
  • Escalating specialist questions to Development
  • Coaching of colleague Support Consultants

Minimum Requirements:

Experience/Skills:

Must have:

  • Experience in Production application support, Service, Problem and Change Management and in handling 2nd line support calls in the reporting system
  • Willing to take the ITIL Foundation certification
  • Working with European colleagues/customers

Nice to have:

  • Must demonstrate an understanding of Scrum/Agile/XP.
  • Focus on Good level of customer satisfaction
  • Reports processed with a high level of quality and efficiency
  • Correct administrative handling of the reports

Other attributes:

  • Must be flexible, independent and self motivated.
  • Punctual, Regular and consistent attendance.
  • Excellent verbal and written communication skills.
  • Willingness to travel, if required.

Education:

  • BE / BTech/ ME/ MTech/ MCA.

Experience Range:

  • 3-5 years

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