We 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 problem-solving 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 end-to-end 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 product-related 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.
Requirements
Prerequisites
- Proven experience in a L2 technical support role or similar capacity.
- Strong knowledge of DMS and SFA systems.
- Excellent problem-solving skills and ability to work well under pressure.
- Outstanding communication skills, both written and verbal.
- Ability to work collaboratively across departments and with clients.
- Familiarity with ticketing systems and customer support software.
- A proactive approach to learning and adapting to new technologies and processes.
- Industry experience in CPG, FMCG, Retail sector would help
Experience
2+ years
Educational Qualification
B.E. / B.Tech/M.Tech/MCA
