Manager - Consulting (Support)

Eka Software Solutions

Bangalore, IN / Karnataka, IN
  • Job Type: Full-Time
  • Function: Professional Svcs
  • Post Date: 01/03/2021
  • Website: ekaplus.com
  • Company Address: Vrindavan Tech Village, Phase II, Aster Building 2A, East Tower, Devarabeesanahalli, Outer Ring Road, Bangalore, India, 560 037

About Eka Software Solutions

Eka Software Solutions is a global leader in providing digital commodity management solutions driven by Cloud, Blockchain, Machine Learning and Analytics. The company’s best-of-breed solutions serve the entire trading value chain across agriculture, energy, metals and mining and manufacturing markets. Eka is reimagining commodity management with a new age architecture that breaks monolithic ETRM and CTRM systems into bite sized chunks of powerful, enterprise grade apps, thereby enabling faster implementation, adoption and decision making. Eka’s mobile-first, enterprise apps are embedded with commodity specific algorithms that empower businesses to stay on top of volatile markets by letting them scale at will, go live faster, and achieve better value for their investments. Eka has offices across the Americas, Asia, Australia, and EMEA serving 100+ customers globally across multiple commodity segments.

Job Description

Eka Software Solutions is the No. 1 Commodity Management Platform in the world. Eka is the global leader in providing digital commodity management solutions driven by Cloud, Blockchain, Machine Learning and Analytics. The company’s best-of-breed solutions serve the entire trading value chain across agriculture, energy, metals and mining and manufacturing markets. Eka’s platform-driven solutions are embedded with commodity specific algorithms that empower businesses to stay on top of volatile markets by letting them scale at will, go live faster, and achieve better value for their investments. Eka has offices across the Americas, Asia, Australia, and EMEA serving 100+ customers globally across multiple commodity segments. Read more about Eka at www.eka1.com.
 
Position/Title: Manager - Consulting (Support)
 
The Manager Consulting - Support will be part of Eka’s professional services and support team and will be responsible for understanding the client’s business processes and provide solutions that address client needs.
 
Education
 
BE / B. Tech or equivalent from a recognized institute/university.
 
Experience
 
10+ years of experience in product/application support or quality assurance working for global enterprise clients. Experience in the commodities domain or with financial/ERP software solutions will be an added advantage. S/he would be working for IT vendors (services or product companies) or captives.
 
Skill Sets
 
Sound understanding of software applications and support/development processes
 
S/he will be possessing superior communication and interpersonal skills together with high customer-centricity and cultural awareness.
 
The role demands sound problem solving and analytical skills for handling diverse complex client issues.
 
S/he is expected to be well planned, organized and manages time effectively.
 
Advanced Knowledge of MS Office suite is essential.
 
Knowledge of incident management system, issue tracking systems will be an added advantage.
 
Responsibilities
 
Member of Eka’s product support team supporting our commodity trading and risk management application for global clients.
 
Analyses reported support tickets and provide a resolution as per SLA (service level agreement) to ensure client satisfaction.
 
Share knowledge and experience to continually improve the capability and effectiveness of the product support team.
 
Provide accurate information to internal stakeholders (Engineering, Quality Assurance, Product Management), to allow them to resolve support tickets.
 
Tracks status of reported support tickets and updates client authorized support contact
 
as per agreed process. Regular up-to-date accurate information is recorded in the Eka incident management system so that stakeholders can review progress. Publishes reports, dashboards and metrics as required internally and externally.
 
Identifies revenue opportunities arising from support tickets and works closely with relevant stakeholders to drive increased revenue.
 
Adhere to Eka policies and procedures.
 
Conveys customer feedback to Eka reporting manager and works with internal stakeholders for improving client’s support experience.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.