Apr 2022 – Present · 4 yrs · Noida, Uttar Pradesh, India - Remote

Nov 2014 – Apr 2022 · 7 yrs 5 mos · Bengaluru, Karnataka, India

• Providing support to customers, consultants, partners and other support centers globally. Including trying to recreate the error/problem, advising customers whether it is a software problem, an operational error or an enhancement.
• Serving as a point of contact for customer investigations and troubleshooting or solving basic as well as complex customer incidents. Accessing customer installations may be required.
• Register questions and/or suggestions on the case system, including testing performed, results, recreation and next planned steps.
• Providing knowledge transfer/training within the team.
• Doing outbound calling to customers post go live to ensure they are happy with their FinancialForce solution.
• Promoting good working relationships with the Support team, Customer Success Management, Account Executives, Professional Services, and other resources as needed.
• Ability to clearly communicate other service offerings including professional services and custom development.
• Liaise with development or other departments on complex issues and involve the appropriate people when required.
• Documenting solutions and providing information to enhance the quality of the support knowledge base.
• Proactively identifying and resolving problems then communicating back to the customer.
• Troubleshoot customers’ queries.