Within the RUN team, you work on a portfolio of clients in the US. You manage the customer relationship on the maintenance of these applications in operational and technical terms.
You process customer requests which may be anomalies, support requests, change requests or a migration to a new major version.
You will be the dedicated contact for our customers and partners in terms of technical expertise. You will own enhancements, Upgrades and Application Performance Tuning Activites.
You will be trained and certified on our Buyer application (SaaS Source-to-Pay software package).
WHAT YOU WILL DO WITH US
Management of customer relations on the application
Dedicated contact for the customer administrator of the Ivalua solution on 1 to 5 accounts
Responsible for your customers satisfaction by providing attention and technical expertise
Weekly meeting (prioritization of requests) and monthly meeting (maintenance report, improvement plan and new subjects) with the customer and the integrator partner
Follow-up, qualification, and prioritization of customer requests
Expertise needed in troubleshooting code and SQL issues
Staying up to date with trends with new syntax, query optimization, and
Prior knowledge of C# .NET SQL frameworks to best support existing and future Ivalua customers
Ability to communicate well with customers and team members
Analysis of needs, deviations and customer processes in connection with project engineers, production of costs of requests.
Parameterization of the solution and reduction of specific code
Preparation of the upgrade: generic and specific code (to be reduced), parameters, tests
Customer acceptance and production
Customer support and follow-up of associated anomalies
Expertise in solution and Customer Satisfaction:
Training in new and advanced products. Support for partners and customers
Feedback to RD of customer needs and projects
Punctual participation in customer specification and configuration workshops
Skills and Experience:
You have experience as a developer in object-oriented language (ideally C#) acquired through at least projects, internships or work-study.
You are a master of SQL (writing and optimizing queries)
You have experience in technical support, and if possible customer management.
Excellent written and verbal communication skills and at ease in a multicultural environment
You have strong autonomy and good management of priorities
You want to develop your customer relationship management skills.
This position is open to experienced profiles as well as young graduates.
Experience on L3/L4 Software Product Technical Support Process
Role: Network (Support) Engineer
Industry Type: IT Services & Consulting
Department: Engineering - Hardware & Networks
Employment Type: Full Time, Permanent
Role Category: IT Network
UG: Any Graduate
PG: Any Postgraduate
ProcurementTrainingPerformance tuningCustomer satisfactionCustomer supportTroubleshootingOperationsTechnical supportSQLCRM
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