Job Role : Second Level Application Consultant – Accounting
Company: Silicon Stack
Location: Hyderabad , Pune
Employment Type: Full-Time
Experience: 3–5 Years
About the Role
Silicon Stack is seeking a skilled Second Level Application Consultant – Accounting to join our dynamic team in Hyderabad. This role is ideal for professionals with an accounting background and strong understanding of financial processes within the automotive or related sectors. The candidate will provide exceptional customer support, manage service incidents effectively, and contribute to continuous improvements while working closely with internal and external stakeholders.
Key Responsibilities
- Log, diagnose, and resolve service requests and incidents within agreed SLAs.
- Manage assigned case queues efficiently using the Case Management System.
- Act as a customer advocate, building strong client relationships and ensuring requirements are well understood and addressed.
- Collaborate with team members to analyse issues and deliver exceptional service outcomes.
- Provide on-the-job training and mentoring for new team members.
- Participate in pilot testing, field services, and weekend support when required.
- Develop and maintain documentation and knowledge base articles for troubleshooting.
- Record and manage customer interactions across multiple support channels (phone, email, web, fax).
- Provide timely updates to customers and escalate issues where necessary.
- Adhere to help desk processes, including shift schedules and phone rosters.
- Partner with internal teams to drive solutions and service improvements.
- Attend internal training sessions for skill enhancement.
- Contribute to continuous improvement initiatives within the support team.
Required Professional Skills
- Proven experience in a customer support or service desk environment, ideally involving incident triage.
- Strong working knowledge of MS Office applications.
- Background or hands-on experience in accounting or automotive service domains.
- ITIL Foundation certification is an added advantage.
Personal Attributes
- Excellent customer service skills and stakeholder management capability.
- Strong communication, negotiation, and interpersonal skills.
- Analytical, pragmatic problem solver with attention to detail.
- Ability to multitask, work well under pressure, and meet KPIs.
- Self-motivated, adaptable, and capable of working independently or as part of a team.
- Highly committed to service excellence and quality delivery.
Preferred Background
- Accounting experience is mandatory.
