Customer and application support specialist
job id: aeries/552/23-24
industry: it-software / software services / testing
experience range: 5 - 8 years
qualification: graduation
job description
about us:
aeries technology is a nasdaq listed global professional services and consulting partner, headquartered in mumbai, india, with centers in the usa, mexico, singapore, and dubai. We provide mid-size technology companies with the right mix of deep vertical specialty, functional expertise, and the right systems & solutions to scale, optimize and transform their business operations with unique customized engagement models. Aeries is great place to work certified by gptw india, reflecting our commitment to fostering a positive and inclusive workplace culture for our employees.
about business unit:
arcos provides innovative workforce management solutions that help utilities and airlines manage people, work, and assets in a single platform. Arcos enables utilities to quickly mobilize personnel for blue and grey sky work, manage native and non-native crews in a single system, and accelerate operations with field mobility tools that deliver real-time situational awareness.
roles and responsibilities:
position summary:
as a customer & application support specialist, you will regularly interact with customers and provide daily technical support to arcos customers, post-implementation. You will also act as an escalation to associate level support employees and assist with frontline support as needed.
responsibilities:
1. act as the customer service front line by being “first responders” to customer calls and cases as needed.
2. act as an escalation within the support department.
3. log test results and report bugs and inconsistencies by clearly describing repeatable steps.
4. research and solve tier ii issues/inquiries, as defined within the support department.
5. manage and assign tickets from the queue.
6. assist with handling customers who need special attention as indicated from account management processes.
7. provide consistent feedback, both verbal and written, to customers in a timely fashion while answering customer’s questions and/or concerns on the arcos software.
8. troubleshoot and problem solve a wide range of issues on a large proprietary software system.
9. draft and update help documents for customers as requested and as product updates are released.
10. change order/task scheduling and prioritization as needed.
11. participate in beta program support as needed.
12. facilitate and coordinate conference calls and webinars for customers as a means to demonstrate features, as needed.
13. perform detailed issue analysis on cases submitted online and by phone to the arcos support center.
14. assist with configuration change orders as needed.
15. host web-based presentations to educate customers about enhancements and product opportunities.
16. write reports, training materials, and procedure manuals as needed.
17. support professional services team on existing change order cases, as needed.
18. perform manual testing on new and existing features, as the need arises.
19. participate in support on-call rotation.
20. other duties as assigned.
requirements:
required talents:
1. achiever: self-motivation and strong attention to detail.
2. organizational skills as well as the ability to meet deadlines and follow instructions.
3. competence: an internal drive to master the arcos application and become a subject matter expert.
4. service: a strong desire to deliver exceptional service and quickly identify or resolve inquiries/issues to ensure customer satisfaction.
5. responsibility: drive to take responsibility and ownership for your work.
6. ability to properly manage expectations.
7. strategic thinking: natural curiosity to sort through a problem and find the best outcome solution.
8. problem solving: ability to think things through with incomplete data.
9. empathy: ability to understand and relate to customer’s feelings and emotions.
10. activator: an impatience to move others to action.
11. communicator: desire and skill to convey detailed information verbally and in writing to internal and external customers.
12. ability to communicate technical information to a non-technical audience.
education & experience:
1. 5-8 years’ experience in a business-to-business client support role.
2. experience supporting at least three unique products in a previous role is preferred.
3. associate's degree in an engineering and/or technical discipline or equivalent experience in a business-to-business client support role.
4. a general understanding of the software development process is a plus but not required.
5. knowledge of sql is a plus.
6. knowledge of api, sso, sftp, and ftp functionality preferred.
7. excellent typing skills, strong grammar, and spelling abilities.
8. completed arcos associate level certification for all supported products.
9. complete arcos support specialist level certification for at least 4 products per product support matrix.
10. complete competency with ms windows and office.
11. web-based products such as salesforce is a plus, but not required.
company culture:
at arcos, we believe in fostering a culture of ownership, accountability, and teamwork. We value the collective strength of our team and understand that our success results from our collaborative efforts. We’re not just looking for employees; we’re seeking partners in our mission. If you take pride in your work, are always eager to learn and grow, and believe in the power of teamwork, we want you on our team.
arcos is committed to creating an environment of mutual respect where equal opportunities are available to all. We embrace the diversity of our team members and are dedicated to creating an inclusive environment for all employees. Discrimination is not tolerated within our organization; we encourage people from all walks of life to apply. We stand behind the belief that the more diverse and inclusive we are, the more impactful our work will be. All employment is decided based on qualifications, merit, and business needs.
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