Senior Associate Support Engineer - Mumbai
- Duck Creek
- 1 - 4 years
- Mumbai
- 5 years ago
- Email to a friend
- Report this job
Job Description
Product Support Representative
Product Support Representative builds relationships with the client team by understanding the client s solution and the use of the software, along with gathering an understanding of future milestones and Go - To - Market events. The Associate Product Supports is responsible for the client s success using the Duck Creek solution by driving the resolution of raised client issues, providing updated information on future releases, and clearly responding to base software related questions. The Associate Product Support Representative is also responsible for building and running regular reporting to ensure reported tickets are efficiently managed through the Support system.
ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES
- Communicates directly with client, 3rd party implementors, along with internal stakeholders representing the client or overall internal leadership when it comes to Base Product Support matters
- Closely monitors and drives reported cases through our issue tracking system with efficiency and urgency
- Prioritizes release needs for clients and ensures internal teams understand priority and business impact
- Complies a comprehensive list of client release needs, along with the priorities, in the client prioritization and status meetings
- Updates Salesforce account information (Product versions, Go - Live dates, contacts, etc.)
- Identifies potential escalations and notifies Support leadership and defines action plan for any escalated client drives progress
- Assists with driving milestone discussions, details about product versions, and existing and future lines of business
- Represents Customer Support in overall Client Health discussions
- Ensures licensing delivery is confirmed by the client and stored for historical reference
- Assist with welcome/new product email to client upon new signing or new up - sale
- Serves as on - call representative for after - hours emergencies as needed
- Works with moderate oversight
- Perform other related duties and activities as required.
- Mentors other Product Support Representatives and provides leadership in critical situations to ensure high priority client situations are handled with extreme focus, urgency, and direction
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
QUALIFICATIONS/REQUIREMENTS
Education and Work Experience:
- Bachelor s degree, or foreign equivalent, in Software/Computer Engineering, Computer Science or related degree
- Work Experience: Minimum 5 year
- Customer Management Experience: Minimum 3 year
Specialized Knowledge, Skills, and/or Abilities:
- Awareness of:
- Client Milestones & Roadmap
- Case Submission Tool (Salesforce, Azure DevOps, TeamTrack, TFS, JIRA, etc.)
- Client contract and delivery
- Knowledge of:
- The Duck Creek solution and what is/or not included
- New customer onboarding
- New feature release process and information
- Reporting tools for issue tracking systems
- Strong communication & collaboration skills
- Complex problem - solving skills
- Effective negotiation skills
- Escalation mitigation skills
- Release priority negotiation skills
- Time & Priority management skills
- Ability to facilitate meetings and client priorities for release
- Ability to create trusted relationships with 3rd party implementers
- Ability to provide critical timeline reporting for leadership
- Understanding and facilitation of high - risk client success planning
- Understanding the Duck Creek release process
- Understanding of the Duck Creek product licensing site and execution per contracts
Job Classification
Industry: InsuranceFunctional Area: IT Software - Application Programming, Maintenance, Role Category: Programming & DesignRole: Programming & DesignEmployement Type: Full timeEducation
Under Graduation: Any Graduate in Any SpecializationPost Graduation: Post Graduation Not RequiredDoctorate: Doctorate Not RequiredContact Details:
Company: Duck CreekLocation(s): Mumbai
Keyskills: Computer science Customer management Associate Product Support Customer support Representative Licensing JIRA Product support Reporting tools Salesforce
Duck Creek
Duck Creek Technologies India LLP Duckcreek Technologies is a leading provider of comprehensive P&C insurance software and services for insurances of all sizes worldwide. Employing progressive technology, our solutions enable insurers to optimize outcomes and enhance engagement through advan...
Job Listings
We are in open beta version of website, please let us know if any issues, at: info(at)indigojobs.in