Eka Software Solutions - Business Support Consultant

Position:

The Support Consultant will be part of Eka's professional services and support team and will be responsible for understanding the client's reported issues and provide solutions that address client needs.

Skills:

- Sound understanding of control systems.

- S/he will be possessing superior communication and interpersonal skills together with high customer-centricity and cultural awareness.

- The role demands sound problem solving and analytical skills for handling diverse complex client issues.

- S/he is expected to be well planned, organized and manages time effectively.

- Advanced Knowledge of MS Office suite is essential.

- Knowledge of incident management system, issue tracking systems will be an added advantage.

Responsibilities:

- Member of Eka's product support team supporting our global clients.

- Analyses reported support tickets and provide a resolution as per SLA (service level agreement) to ensure client satisfaction.

- Share knowledge and experience to continually improve the capability and effectiveness of the product support team.

- Tracks status of reported support tickets and updates client authorized support contact as per agreed process. Regular up-to-date accurate information is recorded in the Eka incident management system so that stakeholders can review progress. Publishes reports, dashboards and metrics as required internally and externally.

- Adhere to Eka policies and procedures.

- Conveys customer feedback to Eka reporting manager and works with internal stakeholders for improving client's support experience.