As a Product Support Associate at Visual BI, you’ll play a definitive role in impacting customer’s experience by facilitating adoption and usage of Visual BI products.
You’ll interact with customers and assist them with activities including but not limited to product demonstrations, installation, configuration, licensing, requirements validation, feasibility study, and more through emails, phones or web-meetings.
You’ll keep track of tickets and prioritization through our product support platform.
Duties and Tasks/Essential Functions:
Providing direct technical assistance to our customers
Acknowledge, track and prioritize customer inquiries, manage phone/email interactions, and handle customer requests for support.
Work with product management & engineering team to drive troubleshooting, understand root cause, and communicate nature of analysis and status to clients
Accurately process and record all customer interactions and status in the support system
Follow up and make scheduled call backs to customers when needed
Stay current with updates on product roadmap, features, releases and patches
Ensure that Visual BI delivers on SLAs and any response or resolution times committed to customer
Apply due consideration and judgement in escalating priority items
Skill and Knowledge Qualifications:
2-5 years experience in customer support
Knowledge of customer service principles and practices.
Proper eMail & phone etiquette
Ability to articulate thoughts in a clear, concise and professional manner, both in speech and writing
Effective listening skills.
Excellent analytical and problem solving skills
Visual BI Solutions specializes in Business Intelligence, Business Objects, Business... Warehousing and Analytic tools in the SAP domain. We were brand Claricent until end of 2011 and now have re-branded and branched out as Visual BI due to the exclusivity of the field that we work in. With offices in US and India (which is home to our Innovation & Services Hub), and supported by a team of dynamic professionals, Visual BI offers the following to our customers (predominantly based in the US):
- SAP Business Intelligence
- SAP BO
- Executive Dashboards & Visualization
- Mobile Analytics
In addition to these we are also ramping up service capabilities in areas including BO 4.x, HANA and ZEN. We are engaged in product development for consuming SAP BI in Mobile Devices.
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