Product Support Specialist

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

  Graduate (B.C.A, B.Tech/B.E)

• 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