Support Consultant - Customer Success

About the job

JOB DESCRIPTION Experience : 2 - 4 Yrs Location : Bengaluru Designation : Support Consultant- Customer Success About Compnay : This organization is a leading retail intelligence and automation platform that empowers brands and distributors to optimize their sales and distribution operations. It provides tools for real-time field-force management, inventory tracking, order placement, and route planning. By leveraging analytics and mobile-based workflows, the platform helps consumer goods companies improve retail execution, gain visibility across supply chains, and make data-driven decisions. Its solutions are widely used across emerging markets to enhance efficiency, boost sales performance, and strengthen relationships with retailers. Roles and Responsibilities : • Understanding of software architecture, Configuration of the product to match customer requirements • Working with Master data, assisting with service requests and troubleshooting problems with data. • Client Interaction- Handle clients and communicate client’s requirements to internal teams. • Collaborate with internal stakeholders and Clients to identify issues and provide technical assistance within defined SLAs. • Helping customers generate reports and offering thorough expertise to customers on the product and its usage. • Quality check of deliverables and conduct UAT with the client and get sign off. • Ensure user’s adoption post-go-live and share regular updates to clients. • Monitor tickets raised on the Support Tool and ensure strict adherence to SLAs and timely and effective resolution. • Provide Root Cause Analysis (RCA) for critical Tickets and Incidents • Maintain documentation of FAQs and address knowledge gaps. • Coordination with Internal and Client Stakeholders for Web/App upgrades and ensure smooth, timely releases. • Documentation of end-to-end test cases for any Change Request (CR) deployment or feature upgrade for Client. Required Skills : • Excellent communication skills (Written and Verbal), strong documentation skills • Computer and mobile-savvy with moderate knowledge of MS-Excel. • Understanding of the FMCG business model • Willingness and eagerness to work in a high-pressure fast-growing start-up environment • Experience in SaaS Product Onboarding and support will be an added advantage.

Requirements

• Software Architecture Knowledge
• Communication Skills
• Documentation Skills
• SaaS Product Onboarding
• Customer Interaction

Preferred Technologies

• Software Architecture Knowledge
• Communication Skills
• Documentation Skills
• SaaS Product Onboarding
• Customer Interaction

About the company

The organization is a leading retail intelligence and automation platform that empowers brands and distributors to optimize their sales and distribution operations.