Hybrid Support Engineer

at Vendavo

• Job title: Support Engineer
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: SQL
• Location requirements: Hybrid, Bengaluru, India

About the role

• Support Engineer joining Vendavo to address customer technical issues related to pricing and margin management applications. Requires solid communication skills and problem-solving abilities in a remote location.

Responsibilities

• Promptly addressing customers' inquiries, problem reports, and requests; conducting comprehensive and efficient root cause analyses leading to problem resolution.
• Collaborating with the Support team to diagnose, troubleshoot, and rectify customer issues.
• We offer guidance and help with environment configuration, product setup, upgrade paths, and available information resources (including documentation and knowledge base content creation).
• Cooperating with configuration engineers and engineering teams to address technical issues reported.
• Directing customers' IT resources to resolve support cases efficiently and effectively, preventing escalation or aggravation of existing problems.
• Routinely reporting statuses to customers upon request, including scheduled status calls; apprising management of critical issues, urgent client requests, and escalations.
• In addition to other duties as assigned.

Requirements

• 2-4 years of experience in support.
• Demonstrated ability to deliver exceptional customer service, consistently exceeding customer expectations by understanding their business needs and providing tailored solutions.
• Expertise in maintaining high-quality communication, ensuring customer inquiries are handled promptly and effectively. Skilled at conveying complex technical information to a non-technical audience.
• Ability to maintain composure and customer focus while troubleshooting and solving technical issues, fostering a positive support experience even during challenging interactions.
• Proven track record in improving customer satisfaction and loyalty by utilizing proactive support methods, including regular check-ins and feedback collection.
• Experience in developing and enhancing technical documentation, user guides, FAQs, and knowledge base articles to empower customers to resolve their own queries.
• Comfortable in using customer relationship management (CRM) tools such as Salesforce, as well as project management tools such as JIRA, Teams, and Slack for efficient workflow management.
• Adept at fostering strong relationships with internal teams, such as configuration engineers and engineering teams, to ensure a comprehensive solution is provided to the customers.
• Proven ability to handle high-pressure situations professionally, managing multiple issues and projects without compromising on quality.
• Skilled at identifying and reporting product improvement opportunities based on customer feedback and personal experience.
• Strong commitment to continuous learning and improvement, staying updated with new product features, industry trends, and best practices for customer support.
• Openness to learn about the pricing domain and comprehend our customers' business requirements.
• Familiarity with XML/XSD/XSL.
• Knowledge of SQL databases.
• Familiarity with MSSQL.
• Preferred knowledge of the Windows server (and IIS) and client platform (browser security concepts and technologies, Microsoft Excel formulas, web queries, pivot tables).

Benefits

• Professional growth and Development opportunities.
• Working within a team of friendly, skilled people where help is always within reach
• Flexible working hours
• 4 recharge days, where the entire company goes on a brief pause in all geographies for 1 day each quarter. This day can be spent in whatever way helps you recharge, to regain energy, and dive back into the next workday
• High-end laptop (Dell or Mac)
• Competitive pay and bonus
• 18 vacation days in a year in addition to 15 days Sick Leave/ Casual leave per calendar year.
• 16 hours of paid volunteer time off per year
• 26 weeks of paid maternity leave and one week of paid paternity leave.
• Health Insurance of up to 7 lacs for self, spouse, 4 dependent children, and parents. 100% of the premium is paid by Vendavo and it covers the employee, spouse, children, and their parents.
• Group Term Insurance coverage up to three times of their Annual CTC . Dependents are not covered.
• Group Personal Accident coverage up to three times of Annual CTC. Dependents are not covered.
• Provident fund contributions