Support Consultant - Customer Success

JOB DESCRIPTION

Experience : 2 - 4 Yrs

Location : Bengaluru

Designation : Support Consultant- Customer Success

About Compnay :

This organization is a leading retail intelligence and automation platform that empowers brands and distributors to optimize their sales and distribution operations. It provides tools for real-time field-force management, inventory tracking, order placement, and route planning. By leveraging analytics and mobile-based workflows, the platform helps consumer goods companies improve retail execution, gain visibility across supply chains, and make data-driven decisions. Its solutions are widely used across emerging markets to enhance efficiency, boost sales performance, and strengthen relationships with retailers.

Roles and Responsibilities :

• Understanding of software architecture, Configuration of the product to match customer requirements
• Working with Master data, assisting with service requests and troubleshooting problems with data.
• Client Interaction- Handle clients and communicate clients requirements to internal teams.
• Collaborate with internal stakeholders and Clients to identify issues and provide technical assistance within defined SLAs..
• Helping customers generate reports and offering thorough expertise to customers on the product and its usage.
• Quality check of deliverables and conduct UAT with the client and get sign off.
• Ensure users adoption post-go-live and share regular updates to clients.
• Monitor tickets raised on the Support Tool and ensure strict adherence to SLAs and timely and effective resolution.
• Provide Root Cause Analysis (RCA) for critical Tickets and Incidents
• Maintain documentation of FAQs and address knowledge gaps.
• Coordination with Internal and Client Stakeholders for Web/App upgrades and ensure smooth, timely releases.
• Documentation of end-to-end test cases for any Change Request (CR) deployment or feature upgrade for Client.

Required Skills :

• Excellent communication skills (Written and Verbal), strong documentation skills
• Computer and mobile-savvy with moderate knowledge of MS-Excel.
• Understanding of the FMCG business model
• Willingness and eagerness to work in a high-pressure fast-growing start-up environment
• Experience in SaaS Product Onboarding and support will be an added advantage.