Product Support Engineer

Job Summary -

Associate Functional Support Consultant will be responsible for providing support to our high-end, robust and scalable SaaS products. He/She plays a significant role as an extension of our internal teams, the ultimate HighRadian ambassador who delivers continuous support from the advent of the conflict to the time it gets resolved. S/he should be keen to learn about our complex software products and have a people-first mentality. If you are ready to leverage your grit, creativity and bit of wit and humor to experience an awesome company culture - then you should be a HighRadian!

Responsibilities - 

Responsible for providing product support to users of the Highradius applications.

Own customer reported issues and drive them to resolution meeting the SLAs

Provide a delightful customer experience by partnering with internal and external stake holders

Supports and contributes to the growth of best practices for delivery of HighRadius Support services

Understand HighRadius application troubleshooting practices to ensure successful resolution of the issues.

Have the will to learn and understand our products and their features to support and educate clients

Follow the Quality and Process compliance to do the right thing for customers and the organization

Dynamically prioritize tickets and multi-task when needed

To be a team player who can work in rotational shifts.

To empathize with client situations and provide quick resolutions or workarounds.

Have a collaborative approach to clearly communicate issues and resolutions with the internal teams and customers.

Requirements -

2 to 5 years of experience in Application Support preferably a SaaS application

Familiarity with tools & practices of the trade such as case management, knowledge base, defect & escalation management.

A technology-centric background

Strong logical, analytical and problem solving skills

Excellent communication skills

Can work in a fast paced, ever changing, start-up environment

Proficiency in running SQL queries is a plus

Scripting knowledge is a plus