Senior Technical Support Analyst

Our Business
Elemica offers a state-of-the-art supply chain operating network in the areas of customer & supplier management and logistics promoting new levels of efficiency and profitability for a leaner and more fully optimized supply chain. Elemica clients achieve significant value from reduced cost of operations, faster process execution with fewer resources through the automation of key business processes, removal of transactional barriers, and seamless information flow between business partners.
Our Values
At Elemica, we believe that embodying our values is essential for all team members. These qualities show up in our interactions with each other, our customers, and our collective community.

• Curiosity we delight in the discovery of new challenges and feel compelled to solve them
• Integrity We are relatable and trustworthy, steadfast in our commitment to our colleagues, customers, and partners
• Accountability We show up and deliver measurable, meaningful business value. Consistently.
• Passion We have a shared enthusiasm for transforming our clients supply chain
  

Role Description
The Position Senior Technical Support Analyst
(Location: Hyderabad, Telangana)
This position works closely with the Customer Care Team and reports directly to the Manager, Global Customer Support. As a Senior Technical Support Analyst, You will be responsible for resolving technical issues, contributing to knowledge sharing, and collaborating closely with the support team and contributing to continuous improvement. A strong technical background and solid customer service skills are essential. You should be able to handle assigned tasks efficiently, communicate effectively, and maintain a professional attitude with both colleagues and clients.
The Responsibilities

• Your role involves handling tasks and alerts, supporting the customers with issue resolution, and contributing to performance improvement through knowledge sharing and collaboration.
• 
  Ensure customer service is timely and accurate on a daily basis
• Create and maintain standard operating procedures (SOP) for support team
• Maintain knowledge related to our suite of software and services
• Regular, consistent and punctual attendance. Must be able to work nights, holidays and weekends as necessary
• Work with functional support and development teams on product troubleshooting and issue resolution
• Organize and prepare meetings and conference calls for the purpose of resolving internal and external production related issues and concerns
• Prepare client facing communications, documentation and training materials suitable for international consumption
• Assist clients with resolution of issues and service requests in a manner that ensures customer satisfaction
• Other duties as assigned
  

The Experience And Skills Required

• 5-8 years of Technical Support experience in an enterprise software environment.
• Exposure or experience to supply chain, procurement and logistics related business processes
• Bachelors degree and 3 5 years of relevant technical and managerial experience
• Solid interpersonal, written and verbal communication skills
• Self-motivated, highly organized individual with strong attention to detail

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  Strong troubleshooting skills
• Exceptional organizational leadership skills and customer service orientation
• Demonstrated capabilities leveraging metrics to guide operational performance.
• Exceptional verbal, written and interpersonal communication skills
• Analytical and problem-solving skills
• Knowledge and proficiency of PC skills
• Exposure or experience with Incident Management and CRM tools
• Knowledge of eCommerce message formats and standards
• Exposure or experience with security, networking issues and technologies inherent in the use of the Internet in eCommerce solutions.
  

The Personal Characteristics Preferred

• Strong analytical skills are a must
• Flexible, adaptable and able to work independently
• Able to handle multiple priorities in a fast-paced environment
• Possess effective client facing communication skills with both technical and non-technical audiences
• Sound communication skills and experience working alongside other IT and business professionals