Job Responsibilities

This position is responsible for providing customer support, administering customer support cases, monitoring application data and supporting customer training for customers in the US.

Customer support, Issue Tracking and Resolution

Provide customer support to clients over phone, email and web case submissions
Enter case data into the system; update and close cases as appropriate
Diagnose customer issues;
- Collect pertinent data on the issue
- Provide support for items where solution is known and close case
- For new problems, appropriately assign cases for resolution
- Monitor all cases to ensure that resolution deadlines are being respected
- Follow up with assignees as necessary to close cases
Document all solutions and maintain a solutions database
Prepare monthly reporting on customer support activity
Work with the customer support team to proactively evaluate and improve customer support

Client Data Monitoring and Reporting

Monitor regular data upload from clients
- Ensure timely data submissions
- Observe data monitoring protocols
Prepare scheduled client reports
Assist with other client reporting as necessary

Technical Skills

SQL - running and writing basic queries
Intermediate level Excel - VLookup and formulas

Experience/ Skills

Excellent written and oral communications skills
- Experience working with North American clients
Background in application and software support
Highly detailed oriented with strong technical aptitude
Strong skills with MS Office (Excel, PowerPoint, Word, Outlook)
Ability to learn new software applications
Ability to multi-task and prioritize multiple assignments
Bachelors degree
Understanding of Supply Chain execution is a plus
Previous experience in software support a plus

Additional Skills

Experience in one or more of the following preferred:
- Software Testing and QA
- Technical Writing
- Data Analysis

Location- Gurgaon- Working US hours