Role Description Working on more than one project at a time, and often at varying phases of support. This means you prioritize support rather than the sequential arrival of cases. Understanding priorities, bug severity, and client sensitivity is essential. The main function of the role is to support our client’s customers, investigating reported issues, providing training and implementing software corrections, and managing client requests. You will be required to: - Evaluate support priority - Act on the priority - Communicate or work with the customer to identify the issue - Provide documented UAT’s to the developers - Identify suitable workarounds - Follow up with resolved software through to implementation and training if required You will work alongside the developers who write the solution with your goal of making it problem-free before being released to the clients. You will need a solid understanding of the different client business types, the client's solution functionality, and awareness of the types of related applications available to clients. In addition to problems within the program, understanding the structure of the software will allow you to analyze it more thoroughly and make recommendations for changes. You will need to communicate clearly to the clients and programmers as well as non-technical staff about what is required. Qualifications - High attention to detail, capable of extracting key information from the customer regarding their reported issues - Strong and effective interpersonal communication skills, both verbal and written - Ability to interact professionally with a diverse group of clients and staff - Detailed understanding of the client's solution, code structure, operations, and settings - Ability to multi-task and stay organized in a dynamic work environment - Encourage a positive “Can Do” attitude - Ability to "think outside the box" - Capable of taking ownership of tasks at hand and delivering solutions without management - Skilled knowledge of computer languages, data structures, logic and flow-charting, computer program design methods and techniques, databases, and writing program documentation - Database design and coding - Ability to learn new programming languages - Good customer communication with a friendly attitude - Proficient with SQL server, Windows OS, and MS Office Requirements - Provide user and implementation support to customers, partners, or staff to facilitate better operation of the client's products - Ensure customer support flows smoothly and turnaround time per issue is kept to a minimum - Identify urgent and priority support, and escalate appropriately as/when required - Provide prompt and professional response to user bug or support - Establish and maintain good communication with clients to evaluate reported issues or provide training sessions - Create and record user training videos - Run group or individual training sessions to a high professional level - Document user documentation, the knowledge bases, and user help - Document and time log all work - Log and manage incoming support requests - Research and identify issues reported by customers, providing training as needed - Communicate clearly and effectively to the developers to gain understanding of the solution to be applied to the support request should it involve development - Install or upgrade systems or fixes as required - Assist with version release testing and documentation - Create video help documentation on all new features of NG with each version release - Report on weekly support statistics and trends Benefits - Flexibility in work hours and location, with a focus on managing energy rather than time - Access to online learning platforms and a budget for professional development - A collaborative, no-silos environment, encouraging learning and growth across teams - A dynamic social culture with team lunches, social events, and opportunities for creative input - Health insurance - Leave benefits - Provident fund - Gratuity

• Record in the system clearly, accurately and in detail the description of the actions taken during each service. • Keep the TMs informed about the entire lifecycle of their request (from opening to closure). • Strong communication skills, professional demeanor and a customer-service focus. • Ability to resolve or provide guidance for medium-complexity issues.

• Serve as the primary technical point of contact for designated accounts, providing proactive monitoring and high-touch engagement. • Take end-to-end ownership of critical incidents in large-scale deployments, performing deep-dive analysis across the full software stack. • Collaborate directly with escalation and development teams to reproduce complex bugs and analyze system logs. • Partner with customers through every phase—from pre-sales POCs and onboarding to production scaling. • Translate unique customer challenges into scalable solutions by authoring internal and external KB articles and leading knowledge-sharing sessions.

• Provide advanced technical support to enterprise customers via phone, email, chat, and remote sessions. • Diagnose and resolve customer-reported problems. • Collaborate with engineering, product, and sales teams to escalate and resolve intricate technical challenges. • Assist in the deployment and optimization of customer environments. • Monitor and respond to support tickets in a timely manner. • Mentor junior team members and contribute to internal training resources. • Stay abreast of emerging technologies and industry trends.