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Support Specialist - Direct Channel


Source:
TIMESJOBS.COM
Location:
Bengaluru, KA
Date:
12-11-2016
Job Code:
58274264
Categories:
  • IT
Applying for this job will take you to an external site
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Job Details

The Support Specialist will respond to Intacct Partner inquiries regarding the Intacct SaaS software solution via logged cases, phone calls and chat. The Support Specialist will need to prioritize, manage their time effectively and multi-task on a daily basis. The Support Specialist will work collaboratively with the US and India support teams and collaborate with Partner Services, Engineering, and Product Management. The Support Specialist will be responsible for the daily support operations and may include such responsibilities as managing the case queue, phone activity, chat connections, and resource availability and scheduling.Job ResponsibilitiesAssist customers, internal teams and co-workers on product related questions when using the Intacct applicationTake on responsibilities to assist with the daily operations of support, such as case queue management, customer calls and customer case escalations.Manage cases and progress to resolution per established targetsAssist others with case management and case progression, and escalate situations as needed.Daily Case Management, which includesMaintaining, updating and prioritizing to meet the published SLAsLogging cases with accurate and detailed information to provide a full record of each issue, the actions taken, document internal and external communications, and delivered resolutionEscalating cases based on priority and business urgency as appropriate. Coordinating problem resolution across appropriate departments such as Engineering, QA and Product ManagementContribute to the development of the knowledge base, self-help activities and tasks, and Community discussionsCommunicate new features to customers and stay current on releasesAs part of the Support team, provide support coverage to supplement the US hours and on a rotation basis provide weekend on call support.Job RequirementsBachelor's degree in Business Administration, Accounting, Management Information System or equivalent experience. MBA (Finance) is a plus.4+ years of experience in a customer service facing role or in customer support.Strong understanding of accounting and financial business operationsStrong ability to troubleshoot complex issues and work effectively with the customer in a timely mannerFor complex or urgent situations, strong ability to identify the issue, define ,plan and communicate a course of action, and executes to planExcellent analytical and problem solving skillsExcellent organizational skills with the ability to multi-task in a fast paced environment and stressful situationsSelf-starter, highly capable of learning quickly and research issues for which you may not have an immediate answer.Very strong English language written and verbal communication skills, including clear speaking voice and good use of grammar is a mustHighly enthusiastic, positive-minded, customer focused, service-orientatedAbility to assess and recommend continuous process improvements of procedures or usage of tools. Including the ability to identify and define requirements for tools to enhance the ability of support to solve casesStrong understanding of the following would greatly enable the ability to troubleshoot and resolve customer issues is highly desirableinternet technologies including knowledge of web browsers, internet security settings, and common problems associated with both;techniques, tools and abilities to troubleshoot software issues;Technical architecture of our Intacct product solution
Degree: MBA/ PGDM

Additional Degree: BE/ B.Tech (Engineering)

Experience: 4-9

Requirements

Business Analyst | Marketing Strategy | Product /Brand Management
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