Functional Support Consultant

The Functional Support Consultant will be responsible for providing support to our high-end, robust, and scalable SaaS products. He/She plays a significant role as an extension of our internal teams, the ultimate HighRadian ambassador who delivers continuous support from the advent of the conflict until it is resolved. S/he should be keen to learn about our complex software products and have a people-first mentality. If you are ready to leverage your grit, creativity, and a bit of wit and humor to experience an awesome company culture, then you should be a HighRadian!

Responsibilities:

• Responsible for providing product support to users of the Highradius applications.
• Own customer-reported issues and drive them to resolution, meeting the SLAs
• Provide a delightful customer experience by partnering with internal and external stakeholders.
• Support and contribute to the growth of best practices for delivery of Highradius Support services.
• Follow Highradius application troubleshooting practices to ensure successful resolution of issues.
• Have the will to learn and understand our products and their features to support and educate clients.
• Follow quality and process compliance to do the right thing for customers and the organization.
• Dynamically prioritize tickets and multitask when needed
• Be a team player who can work in rotational shifts.
• To empathize with client situations and provide quick resolutions or workarounds.
• Have a collaborative approach to clearly communicate issues and resolutions with the internal teams and customers.

Requirements:

• 2 to 5 years of experience in application support, preferably a SaaS application.
• Familiarity with tools and practices of the trade, such as case management, knowledge base, defect and escalation management.
• A technology-centric background.
• Strong logical, analytical, and problem-solving skills.
• Excellent communication skills.
• Can work in a fast-paced, ever-changing, start-up environment.
• Proficiency in running SQL queries is a plus.