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Job Location: Mumbai
ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES
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Responsible for the client s success with the DCT solution by driving the resolution of raised client issues, providing updated information on releases, and responding to base software questions
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Identify potential escalations and notify Support leadership
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Modify existing reports and dashboards to more efficiently monitor case progression, identify bottlenecks, and raise risks
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Monitor high priority OnPrem/OnDemand base defects and aid in creating a consolidated list of client fix priorities for Product teams
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Update Salesforce account information (Product versions, Go-Live dates, contacts, etc.)
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Ensure licensing delivery is confirmed by the client and stored for historical reference
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Key contributor of initiatives to standardize processes, drive case efficiency across our OnDemand portfolio, and introduce Salesforce configurations to address existing challenges
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Create training modules to be used by the team, mentors other Service Desk members, and provides performance feedback when required
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Proactively follow up on pending old/stale cases and routinely observe to bring to closure
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Work with minimal oversight
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Perform other related duties and activities as required
QUALIFICATIONS/REQUIREMENTS
Education and Work Experience:
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Bachelor s degree, or foreign equivalent, in Software/Computer Engineering, Computer Science or related degree
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Work Experience: Minimum 3 years
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Customer Management Experience: Minimum 2 year
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Product/Industry Experience: Minimum 1 year
Specialized Knowledge, Skills, and/or Abilities:
Awareness of:
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Salesforce
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ServiceNow
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Reporting and analyzing data
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Case Submission Tools (Salesforce, Azure DevOps, TeamTrack, TFS, JIRA, etc.)
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Client contract and license delivery
Knowledge of:
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The Duck Creek solution
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Reporting tools for issue tracking systems
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Strong communication collaboration skills
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Complex problem-solving skills
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Effective negotiation skills
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Escalation mitigation skills
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Release priority negotiation skills
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Time Priority management skills
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Ability to facilitate meetings and client priorities for release
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Ability to create trusted relationships
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Ability to provide critical timeline reporting for leadership
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Understanding the Duck Creek release process
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Understanding of the Duck Creek product licensing site and execution per contracts
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