Support Consultant
Support Consultant
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Job Description
General information
Reference
Category
Customer Services Customer Support Support Consultant
Contract type
Permanent
Job description
Looking for a role that will challenge your problemsolving skills while keeping the customer at the forefront Join us as a Support Consultant and take on the exciting task of solving complex problems for our partners. At Planon youll discover many opportunities both within your current role and within our company.
As a Support Consultant you work for the Global Support unit. You are part of a multicultural team of more than 20 Support Consultants and the first point of contact for international partners customers and colleagues worldwide. As a team member youll work closely with development sales and all the different partners from Planon.
At the Support team we do more than just assist. Our goal is to help our B2B clients overcome complex and challenging problems they may encounter with their Planon software. We work closely with our partners & customers to provide innovative and effective solutions that drive their success. Join our team and work on a range of challenging and complex issues that will help you grow your skills and knowledge.
You successfully fulfil your role by:
- Recording tickets in the reporting system.
- Monitoring the progress of tickets and attending to their prompt and correct handling and communication with the customer (whether internal or external). Active ownership is also expected.
- Answering questions advising on possible solutions to problems and providing possible workarounds.
- Analyzing software errors documenting them and then forwarding them to development.
- Experience in resolving tickets using ITIL concepts implementing Incident management problem management and Change Management.
- Coordinate with various teams raise support tickets for all issues analyse root causes and assist in inefficient resolution of all production processes.
- Tracking down the issues with the application server / Database server and ensuring minimum downtime for any given application.
- Help the customer in the installation / Upgrade process of Planon software
Profile
A company is nothing without its people. Our diverse group of employees is the beating heart of our business and the key to our collective success. To maintain our success we need you to be the first point of contact for both internal and external questions about Planon software and services. Your responsibilities will include answering questions and advising on solutions monitoring tickets progress analysing logs to identify root causes and providing customer support for software installations and upgrades. Additionally you will utilize ITIL concepts to resolve tickets and escalate issues as necessary to ensure prompt resolution based on business criticality.
Our ideal candidate meets the following criteria:
- 3 5 years of relevant work experience in a support role.
- Strong IT affinity and knowledge of ITIL is a plus.
- Experience in complex software support e.g. ERP CRM.
- Experience working with distributed Teams.
- You have a strong problemsolving ability thrive in a dynamic team environment and possess analytical skills to effectively translate our partners needs into solutions.
- Good oral and written communication in English
We offer
We offer:
A healthy worklife balance and the possibility of working hybrid. We encourage a collaborative and learning work environment which is why we offer constant learning and meaningful training opportunities. In addition we offer challenging projects with worldleading clients and extraordinary experiences. For this role we offer a good salary and the following benefits package.
Join us on our journey to become the recognised world leader in Smart Sustainable Building Management software solutions. How do we do this By putting our people at the heart of our company and creating an inspiring and safe environment that allows all of us to work learn live and play
Do you love building connections So do we! Apply now.
Job location
India Hyderabad
Handled by
Handled by
Shiny Injeti
Required Experience:
Contract
Employment Type
Full-Time
