As a Senior Consultant – Application Support you will join our team in Sri Lanka reporting to Manager, Unified Support. You will troubleshoot reported issues, with the goal of building upon a positive customer experience and ultimately helping us create IFS customers for life. This role has some specific regular tasks, as well as ad hoc tasks.
This role will be working with the IFS Astea Alliance product
Tasks include but are not limited to:
Manage Escalated Customer Issues: Take ownership of customer issues and manage them through to resolution. Serve as the main point of contact for customers during the escalation process.
Customer Issue Resolution: Oversee the resolution of customer issues, ensuring timely and effective solutions. Escalate complex or high-priority issues to appropriate stakeholders and follow up to ensure resolution and customer satisfaction.
Investigate and Analyze Issues: Thoroughly review customer complaints and concerns to identify root causes and underlying issues. Work with cross-functional teams to gather relevant information and data to help in the resolution process.
Coordinate and Communicate: Coordinate and facilitate communication between customers, support teams, and other internal stakeholders to provide regular updates on the status of escalated issues. Ensure clear and effective communication throughout the escalation process.
Provide Expertise and Guidance: Offer expertise and guidance in handling complex customer issues. Provide insights and recommendations on best practices for issue resolution and customer satisfaction improvement.
Continuous Improvement: Identify opportunities for process improvement and customer experience enhancement. Work with relevant teams to implement changes and streamline the escalation management process.
Process Improvement: Continuously evaluate processes and workflows to identify areas for improvement. Work with relevant teams to implement process enhancements that streamline operations and increase customer satisfaction.
Team Management: Lead, coach, and develop a team, providing guidance and regular performance feedback. Foster a positive and motivated work environment that encourages teamwork and professional growth.
Customer Service Culture: Promote a customer-centric culture throughout the organization, emphasizing the importance of exceptional customer service. Champion customer advocacy and empower employees to go above and beyond to exceed customer expectations.
- Bachelor’s degree in IT, engineering, Computer Science, or a related discipline is preferred.
- Proven experience in a technical support role, preferably within a SaaS company or related industry - 2+ Years preferred.
- Proven experience in a customer-facing role, preferably in a technical / customer support. Previous work in escalation management is highly desirable.
- Strong problem-solving skills to manage complex issues, identify root causes, and develop effective solutions. Aptitude for thinking critically and making decisions under pressure.
- Exceptional verbal and written communication skills to engage effectively with customers, team members, and stakeholders at all levels of the organization.
- Customer-focused mindset built on customer satisfaction and delivering high-quality service.
- Team player with proven ability to work collaboratively with cross-functional teams and build positive relationships. Strong interpersonal skills and the ability to work effectively in a fast-paced and dynamic environment.
- Excellent organizational and time management skills, with the ability to prioritize and manage multiple escalations simultaneously.
- Technical aptitude with proven ability to handle the technical features and functionality of multi-tier applications (Windows and/or Linux). Identify and clearly report root cause reports, locate compatibility issues, triage bugs, test and validate solutions, all requiring excellent problem recognition and critical thinking skills.
- Working knowledge of ITIL / IT Service Management processes (Incident / Problem management, Change / Release, etc.)
- The ability to efficiently engage with requirement owners and other stakeholders while contributing to activities related to product/solution management.
- Excellent communication and presentation skills along with the ability to apply expertise & technology to achieve work objectives
Nice To Have:
- Experience with Service Now and/or JIRA workflow and integration management, reporting and analytics.
- Experience in a software testing or QA Analysis environment.
- Having functional experience in Field Service solutions is an added advantage.