JOB DESCRIPTION
Experience : 2 - 4 Yrs
Location : Bengaluru
Designation : Support Consultant- Customer Success
About Compnay :
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.
