Eloit Innovations Pvt. Ltd. Looking for Technical Support Engineer L1/L2 – Edisapp School ERP at Ernakulam, Kerala Full Time

Eloit Innovations is empowering the global education ecosystem with trailblazing technologies to achieve benchmarks in academic quality, accreditations, rankings and ratings. A notable player in the school ERP industry, Eloit is ISO 9001 & ISO 27001 certified and has a clientele of 700 plus including governments, educational councils, universities & schools across the globe.

Job description:

• Build and promote strong, long-lasting customer relationships by partnering with them and understanding their needs.
• Be the voice of the customer within Eloit. Driving issue/request to resolution, regardless of what department owns the issue. Acting as a bridge between Users & Eloit.
• Establish trusted advisor relationship with customers, Eloit sales and support personnel.
• Own Tier 1 Edisapp and related technical issues through resolution.
• Communicate clearly and precisely with customers in written and verbal form, maintaining accurate and timely records in the case tracking system.
• Attain intermediate/experienced proficiency in the primary functions and technical workings for Edisapp School Management Software / School ERP and all Eloit services.
• Drive proactive and simplified customer interaction for technical and non-technical issues.
• Perform Ticket analysis and response for all escalated tickets:
• Troubleshoot and issue replication
• Comprehend technical interoperability for products in Eloit Portfolio and other integrated services.
• Perform technical escalation management functions as required for all issues requiring assistance from other Departments and Partners.
• Manage personal ticket workload to meet department SLAs and CSAT goals, with expected clarity and quality of documentation.
• Collaborate with Tier 1/2 teams and the department QA team for process improvement and training.
• Provide necessary ERP functional training at the client site / online.
• Training the users about the new development / new modules in Software.
• Prepare test cases for testing the ERP system. Testing may also include Unit testing, System Integration Testing, Performance Testing, and User Acceptance Testing.
• Thorough testing of the development done by the software team, before sharing it with the user.
• Evaluate and understand the customization requests, customer’s business requirements, needs, and objectives
• Understanding end-user problems over calls/emails & help them with the earliest possible solution.
• Actively update, maintain, and monitor users’ performances in ERP.
• Developing MIS & Analytical reports upon user request.
• Identify areas of improvement in the current School ERP Software and report to the product team.
• Perform daily activity reporting against plans and schedules.
• Maintaining a record of allocated vs completed vs Pending tasks.
• Be open to accepting additional responsibilities assigned to meet the deadlines
• If required, be available and ready to support users in off hours also.
• Perform related duties as assigned by Supervisor
• Maintain compliance with all company policies and procedures

Job Types: Full-time, Regular / Permanent, Fresher

Salary: ₹15,000.00 – ₹25,000.00 per month

Benefits:

• Cell phone reimbursement
• Flexible schedule
• Provident Fund

Schedule:

• Day shift
• Evening shift
• Morning shift

Supplemental Pay:

• Performance bonus
• Yearly bonus

Education:

Experience:

• Technical support: 2 years (Preferred)
• Total work: 3 years (Preferred)

Speak with the employer
+91 9072588100