Application Support Engineer

The role includes performing detailed requirements analysis, documenting processes, and performing user acceptance testing. This position requires analytical thinking and the ability to explain complicated concepts to non-technical individuals.

Job Responsibilities:

• Act as the primary functional point of contact for clients for all post-Go-Live queries and issues.
• Understand client processes and business requirements to assess and address functional queries effectively.
• Analyze reported issues and identify whether the issue is related to process, configuration, product behavior, or requires technical intervention.
• Provide functional solutions, guidance, and workarounds wherever applicable.
• Own client issues from the time of reporting until resolution and closure.
• Log, categorize, prioritize, and track issues in accordance with defined TAT, SLA, and severity guidelines.
• Coordinate with Product, Technology, QA, Solutioning, and other internal teams for issues requiring further investigation or intervention.
• Follow up proactively with internal teams and ensure issues are resolved within agreed timelines.
• Keep clients informed about issue status, expected resolution timelines, dependencies, and next steps.
• Handle client escalations and ensure appropriate communication and follow-up until closure.
• Conduct functional walkthroughs and explain product functionality or process-related queries to client users whenever required.
• Maintain proper records of client queries, resolutions, workarounds, and recurring issues.
• Identify recurring issues and work with relevant teams to support root-cause analysis and permanent resolution.
• Identify frequently raised queries and contribute to the creation and improvement of FAQs, knowledge articles, and support documentation.
• Capture client feedback and recurring requirements and share relevant insights with the Product and Solutioning teams.
• Support smooth client adoption by providing functional guidance during the post-Go-Live phase.
• Monitor support trends and identify opportunities to improve client experience and support efficiency.
• Manage multiple client issues and priorities while maintaining strong ownership, responsiveness, and attention to detail.

Skills & Requirements:

• Good understanding of business processes and workflow applications.
• Basic understanding of implementation, UAT, testing, and Go-Live.
• Good understanding of TAT/SLA management.
• Strong client handling and communication skills.
• Good analytical and problem-solving ability.
• Ability to understand requirements and explain solutions clearly.
• Basic understanding of APIs, integrations, and configurations.
• Good coordination skills and ability to work with cross-functional teams.
• Strong ownership and ability to manage multiple tasks.
• Experience in SaaS / FinTech / BFSI / workflow products is an added advantage.

Pay: ₹550,000.00 - ₹650,000.00 per year

Benefits:

• Life insurance

Work Location: In person