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Atharva & You - An Extraordinary Path
Software Dev Engineer
If you think you have what it takes to become the next Steve Jobs then Atharva might be the place for you.
Customer Support Engineer Job Description
Designation: Customer Support Engineer
Location: Kolhapur
About us
Atharva’s ERP platform unites sourcing, procurement, accounting, sales, and analytics in one single dashboard viewed from anywhere with Athrava 360 — one integrated ERP platform that powers an entire suite of modules for Sugar and Distillery industry. With Atharva 360, one can focus with their employees on what’s important right now: growing your business, optimizing production, and getting back to delivering exceptional customer service and products at competitive rates.
We're excited to have one of the fastest growing presence in the Sugar industry ERP space, home to some of the best technology talent in the country and our Centre of Excellence in Pune. With the additional points of presence in, Mumbai, and Lucknow, Atharva plays a crucial role in the development of our country’s technology in the sugar industry, and assists in the success of our customers as well as our growing distributor community.
According to the Ministry of Information Technology, the Atharva ecosystem will impact over 548,400 lives in India from 2022 through 2026.
We earn the trust of our customers, employees, and extended family through transparency, security, compliance, privacy, and performance. And we deliver the industry's most trusted infrastructure.
Trust and innovation is our #1 value. Customers trust our technology and infrastructure to perform, to be available, and to be secure.
We have excellent Team Leaders and a cooperative team which will equip you with Domain Knowledge and Technical expertise.
Role Description
The primary responsibility of a customer support engineer is to solve any technical issues a customer is having while using their new product or service. These issues are often related to software or hardware, so it's essential that customer support engineers have a solid grasp of computer systems. This position will be responsible to develop, implement and maintain a customer experience that is consistent with the company's core values of integrity, honesty, respect, accountability, transparency, and excellence in all aspects of customer service.
"Often, customers may not know exactly where the issue lies. So, customer support engineers need to ask simple, targeted questions to efficiently understand the problem and get started with support. Customers may come forward with a range of problems, from very simple to complex. It's essential that customer support engineers always remain calm and patient and recognize that everyone has a different technical background. The important thing is to carefully talk customers through their problems to help them find a solution as quickly as possible."
Responsibilities:
Implementing our ERP Products at the Customer site.
Implement and install solutions on the customer's test and production environments.
Work onsite and offsite to troubleshoot and diagnose customer-reported issues on the different levels of solutions.
Be the front face of our company to esteemed customers.
Implementing our Products at the Client site, provide training to customer’s staff.
Work as a Subject Matter Expert with customers to understand and gather their requirements and get these changes implemented by our development team.
Work closely with sales managers/ representatives to develop strategies to drive innovation and new features across modules.
Providing customers with IT support via desktop solutions, chat functions, emails, and calls.
Assisting customers with account setup and application installations and Ensuring optimal application functionality
Troubleshooting IT issues by asking customers targeted questions and Providing customers with step-by-step guidance to resolve technical problems.
Following up on technical queries and providing prompt feedback.
Prioritizing customer queries and escalating serious technical issues to IT developers.
Documenting error reports and monitoring performance metrics.
Relaying application functionality feedback from customers to IT developers.
Compiling IT instruction manuals and useful IT support resources.
Qualifications:
Bachelor's degree in engineering, business, marketing or a related field.
Engineering, MBA, MCA, or similar qualification is preferred
Fresher or experienced professionals
Should be ready to take on new challenges
Must have strong communication skills
Strong analytical abilities
A commitment to collaborative problem solving, Customer First Focus is a must.
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