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

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

• 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