Implementation Support Engineers

Role: Implementation Support Engineers

Experience: 2+ years

Location: Kochi

Responsibilities

• 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

• 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.