Hypermatica
Website:
hypermatica.com
Job details:
Job Description
We are seeking an experienced Product Support Engineer to join our night shift operations from Pune. This role provides expert support to our clients using a vendor management platform built on modern SaaS software. The ideal candidate will have strong administration expertise in SaaS platforms, excellent communication skills, and a passion for resolving issues swiftly and effectively.
Responsibilities:
- Serve as the primary point of contact for client support during night shifts.
- Need someone who can pay attention to details in the contract.
- Manage and resolve complex administration issues related to our vendor management SaaS platform.
- Perform user management tasks (e.g., creating users, managing roles, permission sets, profiles).
- Handle support tickets, troubleshoot system errors, workflow issues, data inconsistencies, and user access problems.
- Coordinate with development and product teams for escalation and resolution of advanced issues.
- Monitor system performance and proactively identify potential issues.
- Document all support activities, resolutions, and client interactions clearly and comprehensively.
- Train and guide junior support staff as needed.
- Maintain a high level of professionalism and empathy while communicating with clients.
- Suggest process improvements based on recurring support issues or customer feedback.
Qualifications:
- 5+ years of experience.
- Previous experience supporting vendor management or similar platforms is highly preferred.
- Excellent written and verbal communication skills.
- Ability to work independently during night shifts while maintaining a client-first attitude.
- Strong problem-solving and analytical skills.
- Ability to work collaboratively with cross-functional teams.
Work Hours:
- Night Shift (aligned with U.S. time zones).
Location:
- Pune, India (Work from Office / Hybrid as per company policy).
Preferred Skills (Good to Have):
- Experience working with service cloud modules in a SaaS platform.
- Familiarity with ticketing tools like Salesforce, Jira, ServiceNow, or Zendesk.
- Knowledge of ITIL processes.
Click on Apply to know more.