Product Support Specialist

NeatGlobal Services Pvt Ltd

Essential Duties and Responsibilities

● Provide operational leadership and support to SaaS end user teams, in addition to business applications, onboarding, troubleshooting, and issue resolution.

● Communicates in an effective and professional manner to internal and external personnel.

● Provide hands-on tier 1 system administration support, system maintenance and operations support.

● Handle new user onboarding, which includes adding users to the appropriate systems with the correct permissions based on their role

● Handle user offboarding, which includes properly removing users from all systems they had access to

● Performing recurring user audits and generating the appropriate documentation to support compliance audits.

● Recommend software enhancements to the development team.

● Enforcing best practices of IT security and working within a compliance framework.

● Provide timely response to questions via HubSpot, Slack, Email.

● Documents all troubleshooting steps within trouble ticket and remote assistance tool

● Escalates fully documented problems as required to Tier 2 support teams.

● Participates in and leads proactive team efforts to achieve departmental and company goals

● Propose methodologies and best practices for delivering outstanding service.

Experience

● Demonstrated SaaS Administration experience preferred

● Technical knowledge of confluence (Atlassian) SaaS application, a plus

● Demonstrable record of technical configuration, process, and change documentation

● Confidently communicate clearly and efficiently with internal and external stakeholders highlighting any risks or blockers with recommendations to remediate and work around identified issues

● Stay current on SaaS offerings, technologies, and industry trends

● Demonstrated experience producing accurate and detailed work on multiple projects under time pressure

● Expertise in LOS like Encompass, DataVerify, etc

● Basic knowledge on Scrum is a plus.

• Experience

  2 - 7 Years

• No. of Openings

  1

• Education

  B.C.A, B.E, M.C.A, M.Tech, Any Bachelor Degree

• Role

  SaaS Administration

• Industry Type

  Manufacturing / Production / Quality

• Gender

  [ Male / Female ]

• Job Country

  India

• Type of Job

  Full Time

• Work Location Type

  Work from Office