•Ensures the technical issues are handled as per the severity and defined standards
•Closely work support engineers to foresee the problems are resolved for customers in timely manner with satisfaction.
•Responsible to deliver solution as per the defined timeline.
•Need to intervene as needed to pacify the customers and assist support staff.
•Work closely with customer service team on regular basis to take all required measures to satisfy the customer’s needs.
•Will be responsible for the weekly meetings with customers as required.
•Would assist the transition process for new implementation accounts in SAP B1.
•Would join the regular DRB for updates on the issues escalated to L3 and product updates.
•Would be responsible for the enhancement of team’s knowledge and assist in building knowledgebase for the customers.
•Need to ensure case life cycle is maintained and followed.
•Need to ensure CRM is being updated with required details by support team.
Strong Knowledge in SAP B1.
Knowledge of Crystal Reports & UAT.