Position Summary :

- This role will provide exceptional support across all applications across geographies.

- The role requires the expertise and skills to diagnose serious issues and deliver fixes in highly-configured environments within shortest possible time.

Essential Duties & Responsibilities :

- Be a pro-active contributor to a support organization which is running 24x7x365, this will require the ability to work flexible hours, including evenings, weekends and holidays and monitoring email regularly outside standard business hours

- Prioritizes work to determine the best options for implementation; assigns project tasks within specific time frame of SLA.

- Work closely with customers on a daily basis to understand their needs, support business change and deliver a consistently high quality customer experience

- Collaborate with team/cross team members in a virtual team environment to extend field experience to different client situations

- Solve complex customer issues using methodical troubleshooting based on expert knowledge base

- Provide functional support and training to the clients

- Support client customizations, share best practices in implementation

- Contribute to the development and management of knowledge-sharing methodologies, diagnostic tools, and creative processes, to improve the client experience

- Upsell / Cross sell available solutions to the existing customer

Qualifications/Skills/Experience :

Minimal Qualifications :

- Bachelor Degree in Computer Science or related field or equivalent experience

- Location - Mumbai

Experience :

- 10+ years relevant experience in ERP/SCM/Business processes

- 4+ years direct support of application end-users in a corporate environment

- Demonstrable history solving complex problems across multiple modules

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