Job Opportunity - Senior Application Support @ GEP

Job Description

Role & responsibilities

• Providing inputs to the team leads for the status update calls with the key stakeholders from the client side.
• Develop a sound understanding of the organizational policies, procedures and eProcurement tools and implementation a day-to-day basis
• Provide technical assistance via phone, email and WebEx to clients, across the globe for eProcurement tools
• Proactively communicate issue status in a timely way to the clients and the management.
• Take ownership of issues until they are successfully resolved. Ensuring the timely resolution to meet our Service Level Objectives(SLOs)
• Answering inbound calls of clients as per the SLA`s and ensure resolution on call first fix.
• Making outbound calls to clients if process demands so.
• Ensuring complete documentation with the ticketing system for ease of reporting and follow-ups as per the process
• Efficiently and concisely document support calls/email support inquiries and resolution into the company tracking system, practicing ITIL concepts
• Filing Solutions and Problem Reports. Co-coordinating with various concerned departments to ensure the dynamic fixture of bugs and issues.
• Analysis of issues, collecting of right information
• Perform special projects as requested by the Manager
• Deliver product training courses to customers and internal staff
• Develop a strong professional rapport with assigned customer accounts to help build our business
• Ensure customer feedback as per the set standards of the company
• Practice process improvements as defined
• Perform UAT`s as required and ensure complete documentation as defined over the weekends

Preferred candidate profile

• Excellent communicationwritten and verbal
• Analytical aptitude and business acumen
• Excellent follow-up & coordination skills
• Knowledge of computer software applications, MS Excel, Word & PowerPoint (PF)
• ITIL Certification (preferred)
• Accent Trained
• Know how of Procurement or Supply Chain Management

Perks and benefits

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Rs 0 - 50K PM Rs 50K - 1 LPA Rs 1.0 - 1.5 LPA Rs 1.5 - 2.0 LPA Rs 2.0 - 2.5 LPA Rs 2.5 - 3.0 LPA Rs 3.0 - 3.5 LPA Rs 3.5 - 4.0 LPA Rs 4.0 - 4.5 LPA Rs 4.5 - 5.0 LPA Rs 5 - 6 LPA Rs 6 - 7 LPA Rs 7 - 8 LPA Rs 8 - 9 LPA Rs 9 - 10 LPA Rs 10 - 12 LPA Rs 12 - 14 LPA Rs 14 - 16 LPA Rs 16 - 18 LPA Rs 18 - 20 LPA Rs 20 - 22 LPA Rs 22 - 24 LPA Rs 24 - 26 LPA Rs 26 - 28 LPA Rs 28 - 30 LPA Rs 30 - 32 LPA Rs 32 - 34 LPA Rs 34 - 36 LPA Rs 36 - 38 LPA Rs 38 - 40 LPA Rs 40 - 42 LPA Rs 42 - 44 LPA Rs 44 - 46 LPA Rs 46 - 48 LPA Rs 48 - 50 LPA Rs 50 - 75 LPA Rs 75 Lakh - 1C PA Rs 1 Crore+ PA

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