Software Support Consultant
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Job Description
Software Support Consultant configuring and supporting Tango’s platform for retail and office locations. Handling databases, reporting, integrations, testing, and global client support.
Responsibilities:
- Perform system design and configuration
- Design and develop reports
- Conduct testing and remediation
- Perform data conversion
- Design integrations
- Provide software support
- Investigate and reproduce issues, provide fixes and workarounds, verify changes, and maintain continued support
- Investigate and resolve challenging client support tickets
- Monitor and own support metrics, including backlog, closure times, workload distribution, response and resolution times, and escalations
- Apply appropriate development methodologies and best practices to ensure successful and timely delivery
- Collaborate through requirements gathering, testing, rollout, and operations phases to ensure seamless transitions
- Summarize and present results to globally distributed team members and clients
- Understand technical requirements to ensure accurate implementation
- Work with data and derive insights through reports and dashboards
- Contribute to timely delivery of multiple projects within a virtual global team
- Work with Tango's US-based teams and clients worldwide
- Travel internationally as needed to work with clients
Requirements:
- Ability to communicate effectively with international team members and clients
- Ability to quickly understand business processes and how technology enables those processes
- Good understanding of SDLC or software implementation lifecycle
- Prior system configuration experience based on design specifications is a plus
- No prior Oracle or ADF experience necessary
- Ability to investigate and reproduce issues, provide fixes and workarounds, verify changes, and ensure continued software support
- Ability to investigate challenging client tickets and close them
- Ability to monitor and own support metrics, including ticket backlog, average time to close, workload distribution, first response time, resolution time, and ticket escalations
- Strong understanding of databases such as Oracle and SQL Server
- Strong Excel skills
- Strong SQL skills
- Knowledge of development methodologies such as agile and waterfall and best practices such as client reviews, QA procedures, and unit testing
- Ability to collaborate through requirements gathering, testing, rollout, and operations phases
- Ability to summarize and present results to global team members and clients
- Ability to understand technical requirements for accurate implementation
- Experience or familiarity with Business Intelligence and Data Visualization tools such as Power BI, Tableau, or Qlik is good to have
- Ability to work with data and derive insights through reports or dashboards is an added advantage
- Ability to work within a virtual global team environment and contribute to timely delivery of multiple projects
- Willingness to travel internationally as needed
- Willingness to work from 3 PM IST to 12 AM IST with appropriate meal breaks
- Bachelor's/Master's degree specializing in Computer Science, MIS, IT, or another computer-related discipline
- 3–6 years of relevant consulting-industry experience on medium-to-large-scale technology solution delivery engagements
- Experience with Jira, Zendesk, or similar tools
- Extensive experience with system implementation, reporting, back-end database management (e.g., Oracle, Teradata), and/or ETL interfacing (e.g., Informatica, SSIS)
- Hands-on experience with Power BI, Tableau, and Qlik
- Immediate joining required
Benefits:
- Work from home
- Appropriate breaks for meals
- Potential to gain extensive knowledge across multiple client areas
- International travel opportunities as needed to work with clients
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