Tech Support / Telecom
Application Support Analyst Full Time
Job Description
This position will be based in our India Technology Center, located in Bangalore, India. Our support organization is focused on customer satisfaction and comprised of highly skilled and well-motivated Support Analysts. This position will be a part of a high volume support center with expectations around excellence and efficient resolution for application support incidents. This position will be focused on incident management and resolution for distribution industry businesses located primarily in the Americas, but expanding globally.
Skills:
· Business College degree
· Manufacturing and/or distribution business process flow knowledge and experience
· Experience implementing and/or supporting Dynamics GP
· Expert level knowledge of financials (AP, AR, GL etc)
· Multi-company setup and experience
· Working knowledge of other Dynamics GP modules and 3rd party products such as:
· Management Reporter
· Fixed Assets
· NA (US and Canadian) Payroll/Accounting
· Preventative Maintenance
· Inventory
· Workflow
· Purchase Order Processing
· SmartConnect (eOne Solutions)
· Mekorma
· Multi-Entity Management (Binary Stream)
· Multi-currency setup and experience
Qualifications/Requirements:
· Proven ability to troubleshoot manufacturing/distribution concepts in a software package.
· Responsible for documenting the replication path of software issues and using knowledge base systems.
· Experience troubleshooting software issues via telephone and use of remote support access to provide a resolution to the end user.
· Track record in doing research and diagnosing customer’s problem statement and using product knowledge to provide appropriate solution to customers
· Ability to follow a steep learning curve and willingness to invest time in continuous learning
· Proficiency with PC software applications, e-mail and job-associated applications/systems to expediently process tasks
· Self-starter abilities are essential and the aptitude to work independently and in a team environment.
· Acts as a liaison between end user and appropriate internal resources.
· Attends on-going training sessions to ensure a higher level of technical and application knowledge.
· Performs other related work as assigned.
· Excellent interpersonal skills
· Fluent English, both oral and written.
· Willingness to work US shift hours.
Essential Responsibilities:
Primary job function is to provide application support via phone/email/Web:
Respond immediately to client calls in a professional manner, providing appropriate solutions
Ensuring Service Quality levels are maintained and adhered to
Ensuring all issues are handled in a timely manner
Reviewing outstanding issues, complete appropriate hand-off in conjunction with OLA/SLAs
Meeting results every quarter
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