Technical Support Engineer (GLO05055)

Global Delivery

Mumbai

About Us

Zycus is a pioneer in Cognitive Procurement software and has been a trusted partner of choice for large global enterprises for two decades. Zycus has been consistently recognized by Gartner, Forrester, and other analysts for its Source to Pay integrated suite. Zycus powers its S2P software with the revolutionary Merlin AI Suite. Merlin AI takes over the tactical tasks and empowers procurement and AP officers to focus on strategic projects; offers data-driven actionable insights for quicker and smarter decisions, and its conversational AI offers a B2C type user-experience to the end-users.

Zycus helps enterprises drive real savings, reduce risks, and boost compliance, and its seamless, intuitive, and easy-to-use user interface ensures high adoption and value across the organization.

Start your #CognitiveProcurement journey with us, as you are #MeantforMore

We Are An Equal Opportunity Employer:

Zycus is committed to providing equal opportunities in employment and creating an inclusive work environment. We do not discriminate against applicants on the basis of race, color, religion, gender, sexual orientation, national origin, age, disability, or any other legally protected characteristic. All hiring decisions will be based solely on qualifications, skills, and experience relevant to the job requirements.

Job Description

The Product Technical Analysts (PTA) at Zycus works with the Technical Account Management Team and supports them by being the first line of the technical support layer & responsible for product related queries, troubleshooting and guiding Customers to be able to use the products with ease. A Product Technical Analyst will be trained to answer queries around Customer’s subscribed products and associated functionalities in order to be able to understand product capabilities & troubleshoot in accordance with the respective L2 and L3 Engineering, Cloud, Product Management and other backend Teams to get success for the Customers on Zycus Products.

Your top three responsibility as a Product Technical Analysts (PTA) will be to:

1) Answer accurately all of the product related questions that a Customer has

2) Demonstrate & guide the functionality to the Customers

3) Resolve Customers’ technical queries & complaints by coordinating with multiple internal Teams within SLA

The Product Technical Analysts (PTA) has an expert product knowledge and his/her expertise is essential to a successful support structure of the Technical Account Management Team.

As a Product Technical Analyst at Zycus, you will:

Be the first point of Contact for Customers having queries/ issues related to Zycus products
Work with the Technical Account Management Team to ensure deliverables are on-time, increase efficiency and resolve issues for customers by coordinating with multiple Teams from Zycus & Customer side to achieve Customer Satisfaction
Be part of a 24/7 support team supporting Zycus’s Source-to-Pay procurement suiteParticipate and contribute to best practices (tools/process), knowledge sharing & find ways to automate and ideate new things to enhance Customer experience, reduce manual efforts and suggest new processes
Work with customers and internal stakeholders while participating and facilitating testing including User Acceptance Testing
Evaluate and suggest innovative solutions and workarounds for customer requirements
Work efficiently on, Zycus products configuration, Incident Management Tools, MS-Excel, etc.
Provide strong technical understanding of Zycus product with the ability to discuss and demonstrate the Zycus Solution and how it may be configured to meet a customer’s business

Job Requirement

What will you require to be successful in this role:

Education: Engineering Graduate (B.E./B.Tech) in Chemical/Mechanical/Electronics/IT/Computer Science
Experience Level: 2-4 years
Willingness to work in 24 X 7 shifts
Excellent in Presentation and Communication skills is a must
Strong in Problem Solving and Analytical skills.
Flexible, enthusiastic approach to work including a strong desire to learn new tools & techniques to solve business problems.
Understanding of Supply chain operations, e-procurement tools, Incident Management Tools & knowledge of ITIL concepts will be an added advantage.
Detail-oriented with an ability to ask the right question.
Collaboration with various internal and external stakeholders.
Ability to learn, execute and excel. Multitask and work with priorities.

Five Reasons Why You Should Join Zycus

• Cloud Product Company: We are a Cloud SaaS Company and our products are created by using the latest technologies like ML and AI. Our UI is in Angular JS and we are developing our mobile apps using React.

• A Market Leader: Zycus is recognized by Gartner (world’s leading market research analyst) as a Leader in Procurement Software Suites.

• Move between Roles: We believe that change leads to growth and therefore we allow our employees to shift careers and move to different roles and functions within the organization

• Get a Global Exposure: You get to work and deal with our global customers.

• Create an Impact: Zycus gives you the environment to create an impact on the product and transform your ideas into reality. Even our junior engineers get the opportunity to work on different product features.

About Us

Start your #CognitiveProcurement journey with us, as you are #MeantforMore