Software Support Analyst SCA Technologies

About SCA Technologies

SCA Technologies has provided category sourcing and cost management solutions that assist industry leaders in maximising profits by managing market, supply, and demand volatility more effectively. Professionals in supply chain, procurement, finance, and corporate social responsibility use the unique cross-functional approach of the SCA Planner suite to make better decisions for billions of dollars in annual category spending. Customers can finally address the difficult challenges of volatile commodity prices, extensive supply chain networks, and corporate social responsibility tradeoffs with our patented technology. Our innovative cloud-based solutions increase visibility and response time, resulting in a 3-5% annual reduction in the average cost of goods sold. SCA Technologies has offices all over the world, including Chicago and New Delhi, India, in addition to its headquarters in Pittsburgh. Consistent growth has been enabled by our company's continued success. SCA Technologies is a debt-free, self-funded organisation.

Job Description

Job Responsibilities
This position is responsible for providing customer support, administering customer support cases, monitoring
application data and supporting customer training for customers in the US.
Customer support, Issue Tracking and Resolution
1. Provide customer support to clients over phone, email, and web case submissions
2. Enter case data into the system; update and close cases as appropriate
3. Diagnose customer issues;
4. Collect pertinent data on the issue
5. Provide support for items where solution is known and close case
6. For new problems, appropriately assign cases for resolution
7. Monitor all cases to ensure that resolution deadlines are being respected
8. Follow up with assignees as necessary to close cases
9. Document all solutions and maintain a solutions database
10. Prepare monthly reporting on customer support activity
11. Work with the customer support team to proactively evaluate and improve customer support
Client Data Monitoring and Reporting
1. Monitor regular data upload from clients
2. Ensure timely data submissions
3. Observe data monitoring protocols
4. Prepare scheduled client reports
5. Assist with other client reporting as necessary

Technical Skills
1. SQL - running and writing basic queries
2. Intermediate level Excel - VLookup and formulas
Experience/ Skills
1. Excellent written and oral communicationsskills
2. Experience working with North American clients
3. Background in application and software support
4. Highly detailed oriented with strong technical aptitude
5. Strong skills with MS Office (Excel, PowerPoint, Word, Outlook)
6. Ability to learn new software applications
7. Ability to multi-task and prioritize multiple assignments
8. Bachelor’s degree
9. Understanding of Supply Chain execution is a plus
10. Previous experience in software support a plus

Additional Skills
1. Experience in one or more of the following preferred:
2. Software Testing and QA
3. Technical Writing
4. Data Analysis
Location- Gurgaon- Working US hours