Support Services Analyst

About the role

The Product Support Engineer (Tier 2) will be part of the Support Services team which uses, top-of-the-line CRM tools like Sales force and other applications. The Product Support Engineer in Replicon is not only a Support professional, but also a good researcher, a tester and a consultant to both customers and product management.

What you'll do

• Resolve the Application Support queries and issues that have been handed over by the Product Support Associate (Tier 1) and ensure that all assigned requests are…
• Take ownership and responsibility of issues from start through to a successful resolution and follow the escalation process, to speed up the resolution
• Effective & efficient working in partnership with other departments to prevent delay in resolution
• Understand the customer’s requirement, scope and then prepare a SOW for a custom build it if not available out of box
• Applying technology in multiple ways to configure the product and helping the customer implement Replicons products

What you need

• CRM