Consultant (Product Support)

1 day, 7 hours ago
Full-time
Junior
Operations

Rolling Arrays Technologies PTE LTD.

AI-first HR tech company and SAP Gold Partner that builds pre-integrated add-ons for SAP SuccessFactors, focused on HR process automation, employee experience, and HR transformation solutions.

HR technology
51-200
Founded 2009

Description

  • Provide customer-centric support and communicate clear progress updates and resolution plans in line with SLAs and performance metrics.
  • Troubleshoot and resolve escalated issues for SaaS products, including HCM and Workforce Management solutions.
  • Replicate customer scenarios, identify root causes, and escalate complex issues to engineering when needed.
  • Contribute to the Knowledge-Centered Support (KCS) system by writing and maintaining support articles.
  • Build product-area expertise and mentor team members to improve overall team performance.
  • Collaborate with internal teams and external stakeholders to drive issue resolution and smooth case progression.
  • Serve as an escalation point for complex support cases and ensure timely customer outcomes.
  • Document user manuals, process guides, and support collateral to support handovers and user onboarding.
  • Conduct UAT briefings and support UAT sessions, including resolving configuration-related issues.
  • Advocate for customers by working with product teams on feature enhancements and product roadmap alignment.
  • Participate in on-call rotations to provide occasional after-hours support.

Requirements

  • Strong written and verbal communication, listening, and interpersonal skills.
  • Fluency in English, both written and spoken.
  • Proven analytical and problem-solving skills with exceptional attention to detail.
  • Minimum 2 years of experience supporting SaaS products in a customer-facing role.
  • Strong organizational and time-management skills with a track record of meeting customer satisfaction and performance metrics.
  • Proficiency with computer applications, including Microsoft Office Suite.
  • Experience with HCM solutions, especially those integrated with SAP SuccessFactors, preferred.
  • Familiarity with APIs and networking protocols such as TCP/IP, SFTP, and VPN, preferred.
  • Familiarity with databases, basic SQL queries, and data management tools, preferred.
  • Experience with case-tracking systems and tools such as JIRA, preferred.

Interested in this position?

Apply directly on the company website

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