Implementation Support Engineers

Implementation Support Engineers


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Posted: 06 - Jun - 2023

Job Description

Role: Implementation Support Engineers

Experience: 2+ years

Location: Kochi


  • Attend client meetings and product demos along with the pre-sales team.
  • Review of the client requirements, and analysis with the software product development team.
  • Providing the first line of support to clients based on the nature of the support request.
  • Assisting the US onsite team and client in the implementation of the SAAS application and configuring the software application modules on the cloud as per client needs.
  • Support and coordinate with the onsite/offshore teams, reviewing deliverables and daily progress and resolving issues.
  • Ensuring the project requirement/enhancements request meets the scope and deliverable
  • Attending client calls / meetings to understand their concerns/support requests and convert them as actionable tickets for the development team.
  • Maintaining and keeping track of client support calls.
  • Providing prompt customer support and timely resolution of support calls.
  • Will need to work in the US time zone based on need, till 11.30 pm IST

Skills & Qualification

  • Graduate Engineers BTech (CS / IT), MCA/ MSc / MBA / First class graduates
  • At least 2+ years experience, preferably in software product implementation and support experience in a recognized, global IT Services/ consulting company.
  • Prior experience in Tech support and handling overseas customers is a plus
  • Basic understanding of Software development life cycle in an agile environment
  • Ability to quickly understand the product features, and functionalities of the application and provide solutions to the client support calls.
  • Experience in handling customers and communicating directly with US-based clients is an advantage.
  • Experience in working with project management/support ticket tracking software.
  • Excellent oral, and verbal communication and interpersonal skills.
  • Team player, multi-tasking capability, and ability to work under pressure.

Company Information

Not Disclosed by the Recruiter

Not Disclosed by the Recruiter