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