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You will be updated with latest job alerts via emailWe are seeking a competent Level 2 Support Engineer to provide specialized support for our clients using DMS (Distribution Management System) and SFA (Sales Force Automation) solutions. The ideal candidate will have a strong technical background excellent problemsolving skills and a commitment to ensuring customer satisfaction. This role will involve working closely with clients to address product issues ensuring that our solutions meet their business needs effectively. The candidate is expected to build expertise in endtoend solution offerings and implementations encompassing both technical and business configurations to support a diverse set of customers.
Job Requirements
Serve as the primary point of contact for productrelated queries ensuring deployed solutions are operating within established performance parameters and expectations.
Handle all communications related to assigned customer accounts acting as a liaison between clients and internal teams to ensure transparency and timely updates on support requests.
Manage requests changes and incidents based on customer inquiries utilizing established documentation and procedures. Work diligently to resolve issues and provide solutions that meet customer needs.
Perform all activities in accordance with SLAs and established priorities. Ensure that change management incident management and problem management processes are adhered to strictly.
Collaborate with engineering and business teams to ensure continuity of service and expedite resolution of customer requests. Advocate for customer needs during internal discussions to enhance product offerings.
Build and manage a knowledge repository within the support team. Ensure the knowledge database is regularly updated with solutions best practices and insights gained from client interactions to improve overall service delivery.
Prerequisites
Industry experience in CPG FMCG Retail sector would help
Experience
2 years
Educational Qualification
B.E. / B.Tech/M.Tech/MCA
Full Time