Customer and Application Support Associate

Job Id: Aeries/552/23-24

Industry IT-Software / Software Services / testing

Experience Range 5 - 8 Years

Qualification Graduation

Open

Job Description

About Us

Aeries Technology is a Nasdaq listed global professional services and consulting partner, headquartered in Mumbai, India, with centers in the USA, Mexico, Singapore, and Dubai. We provide mid-size technology companies with the right mix of deep vertical specialty, functional expertise, and the right systems & solutions to scale, optimize and transform their business operations with unique customized engagement models. Aeries is Great Place to Work certified by GPTW India, reflecting our commitment to fostering a positive and inclusive workplace culture for our employees.Read about us at

About Business Unit

ARCOS provides innovative workforce management solutions that help utilities and airlines manage people, work, and assets in a single platform. ARCOS enables utilities to quickly mobilize personnel for blue and grey sky work, manage native and non-native crews in a single system, and accelerate operations with field mobility tools that deliver real-time situational awareness. And our airline customers use us to make sure ground and flight crews are available to keep planes on schedule.Read about us at

Roles and Responsibility

PositionSummary:

Asa Customer & Application Support Specialist, you will regularly interactwith customers and provide daily technical support to ARCOS customers, postimplementation. You will also act as an escalation to Associate level Supportemployees and assist with frontline support as needed.

Responsibilities:

Thisis intended as an outline of the essential functions of the position. Actualmetrics that measure job performance may be set forth in separate performancemanagement documentation.

· Act as the customer service front line by being “firstresponders” to customer calls and cases as needed.

· Act as an escalation within the Support department.

· Log test results and report bugs and other inconsistencies byclearly describing repeatable steps.

· Research and solve Tier II issues/inquiries, as defined withinthe Support department.

· Manage and assign tickets from queue.

· Assist with handling customers who need special attention asindicated from account management processes.

· Provide consistent feedback, both verbal and written, tocustomers in a timely fashion while answering customer’s questions and/orconcerns on the ARCOS software.

· Troubleshoot and problem solve a wide range of issues, on alarge proprietary software system.

· Draft and update help documents for customer as requested and asproduct updates are released.

· Change order/task scheduling and prioritization as needed.

· Participate in beta program support as needed.

· Facilitate and coordinate conference calls and webinars forcustomers as a means to demonstrate features, as needed.

· Perform detailed issue analysis on cases submitted online and byphone to the ARCOS Support Center.

· Assist with configuration change orders as needed.

· Host web-based presentations to educate customers aboutenhancements and product opportunities.

· Write reports, training materials and procedure manuals asneeded.

· Support Professional Services Team on existing change ordercases, as needed.

· Perform manual testing on new and existing features, as the needarises.

· Participate in support on call rotation.

· Other duties as assigned.

Requirements:

Required Talents:

· Achiever: Self-Motivation and strong attention to detail.

· Organization skills as well as the ability to meet deadlines andfollow instructions.

· Competence: An internal drive to master the ARCOS applicationand become a subject matter expert

· Service: A strong desire to deliver exceptional service andquickly identify or resolve inquiries/issues to ensure customer satisfaction

· Responsibility: Drive to take responsibility and ownership foryour work.

· Ability to properly manage expectations.

· Strategic Thinking: Natural curiosity and to sort through aproblem and find the best outcome solution.

· Problem Solving: Ability to think things through with incompletedata

· Empathy: Ability to understand and relate to customer’s feelingsand emotions.

· Activator: An impatience to move others to action

· Communicator: Desire and skill to convey detailed informationverbally and written to internally and external customers.

· Ability to communicate technical information to a non-technicalaudience.

Education & Experience

· 5-8 years’ experience in a business to business client supportrole.

· Experience supporting at least three unique products in aprevious role is preferred.

· Associates Degree in an engineering and/or technical disciplineor equivalent experience in a business to business client support role.

· A general understanding of the software development process, isa plus but not required.

· Knowledge of SQL, is a plus.

· Knowledge of API, SSO, SFTP, and FTP functionality preferred.

· Excellent typing skills, strong grammar and spelling abilities.

· Completed ARCOS Associate Level certification for all supportedproducts.

· Complete ARCOS Support Specialist Level certification for atleast 4 Products per product support matrix.

· Complete competency with MS Windows and Office.

· Web-based products such as Salesforce is a plus, but notrequired.

ARCOSTeam in Mexico

In2023, ARCOS set up its office in Mexico in partnership with Aeries – toconsolidate its global operations in Guadalajara, Mexico.

THE TOP REASONS TO JOIN US

1. MissionDriven, Growing Company
Small but mighty At ARCOS, you get to be on the founding team in Mexico. AtARCOS, you won’t be a number – every employee matters and contributes to ourmission of making a difference in the lives of local communities, especiallyduring emergencies such as weather (storms) & rebuilding utilities.

We hope you are asexcited as we are to help build the founding team in Mexico.

2. FlexibleSchedules & Remote Work
At ARCOS, we enable employees to flex their hours to accommodate other aspectsof their lives outside of the workplace, to support employees’ work-lifebalance.

3. ProfessionalDevelopment & Career Pathing
At ARCOS, we encourage each employee to own and work on their ProfessionalDevelopment Plan through our coaching program, where you are matched with yourdirect manager or any other employee in the company. With your coach, you workto set goals and a plan for whatever your career aspirations are

CompanyCulture

AtARCOS, we believe in fostering a culture of ownership, accountability, andteamwork. We value the collective strength of our team and understand that oursuccess results from our collaborative efforts. We’re not just looking foremployees; we’re seeking partners in our mission. If you take pride in yourwork, are always eager to learn and grow, and believe in the power of teamwork,we want you on our team.

ARCOSis committed to creating an environment of mutual respect where equalopportunities are available to all. We embrace the diversity of our teammembers and are dedicated to creating an inclusive environment for allemployees. Discrimination is not tolerated within our organization; weencourage people from all walks of life to apply. We stand behind the beliefthat the more diverse and inclusive we are, the more impactful our work willbe. All employment is decided based on qualifications, merit, and businessneeds.