Product Support Engineer

HighRadius is a Fintech enterprise Software-as-a-Service (SaaS) company that leverages Artificial Intelligence-based Autonomous Systems to help companies automate Accounts Receivable and Treasury processes. The HighRadius® Integrated Receivables platform reduces cycle times in your order-to-cash process by automating receivables and payments processes across credit, electronic billing and payment processing, cash application, deductions, and collections. Our customers range from some of the largest global corporations including more than 200 Fortune 1000 companies as well as mid-size enterprises that don’t have the IT resources to consolidate on an ERP platform but still want to automate and streamline their receivables and treasury processes.

Job Summary

Functional Support Consultant will be responsible for providing support to our high-end, robust and scalable SaaS products. He/She plays a significant role as an extension of our internal teams, the ultimate HighRadian ambassador who delivers continuous support from the advent of the conflict to the time it gets resolved. S/he should be keen to learn about our complex software products and have a people-first mentality. If you are ready to leverage your grit, creativity and bit of wit and humor to experience an awesome company culture - then you should be a HighRadian!

Responsibilities

• Responsible for providing product support to users of the HighRadius applications.

• Own customer reported issues and drive them to resolution meeting the SLAs.

• Provide a delightful customer experience by partnering with internal and external stakeholders.

• Supports and contributes to the growth of best practices for delivery of HighRadius Support services.

• Understand HighRadius application troubleshooting practices to ensure successful resolution of the issues.

• Have the will to learn and understand our products and their features to support and educate clients.

• Follow the Quality and Process compliance to do the right thing for customers and the organization.

• Dynamically prioritize tickets and multi-task when needed

• To empathize with client situations and provide quick resolutions or workarounds.

• Have a collaborative approach to clearly communicate issues and resolutions with the internal teams and customers.

Requirements

• 3 to 4 years of experience in Application Support preferably a SaaS application

• Familiarity with tools & practices of the trade such as case management, knowledge base, defect & escalation management.

• Team player who can work in rotational shifts

• Excellent communication skills

• Can work in a fast paced, ever changing, start-up environment.

• Proficiency in running SQL queries is a plus.