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iRely is looking for a Software Product Support Analyst to join the Commodity Trade and Risk Management team at iRely’ s office in Bangalore, India
Responsibilities:
- Create, build, and retain a positive relationship with internal and external clients, to ensure support requests are promptly diagnosed and resolved.
- Contribute with ideas / solutions for continuous improvement of the support processes.
- Perform end-user support on all modules for all verticals.
- Resolve support tickets and service requests in a prioritized and timely manner.
- Track all problems and document resolutions in Help Desk ticket software
- Partner with Product/Project Management as well as development teams for solutions identified via reported problems
- Participate in daily and weekly meetings discussing department and company information with the team.
- Develop and update documentation for system modules, business processes and internal training.
- Coordinate and execute system testing when needed including managing UAP testing.
- Assign Severity and Impact to issues and assign the issue to the appropriate team member.
- Participate in annual software upgrade related activities
Minimum Requirements:
- Minimum 5 years working in technology.
- Call Center / Helpdesk experience.
- 2-3 years of experience supporting ERP/Accounting systems.
- Experience with Jira and other software tools and SQL queries.
- Excellent English communication skills
- After-hours (night shift) support on a rotational basis will be required.
Diversity and Inclusion
We believe that different perspectives and backgrounds are what make a company flourish. All qualified applicants will receive equal consideration for employment regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, economic status, disability, age, or any other legally protected characteristics. We are proud to be an inclusive company with values grounded in equality and ethics, where we celebrate, support, and embrace diversity.
About iRely
In 2008, iRely began selling its Commodity Management system to producers and processors. Since then, we have continued to expand and implement new software designed to deliver business management solutions for the petroleum distribution, retail, agriculture, and commodity industries.
Today, iRely remains privately owned and self-funded, with a long-term ownership plan that ensures private ownership for decades to come. Our commitment to customer success has made us a global leader in digital transformation.
Headquartered in Dallas, Texas with offices in Bangalore (India), and Makati City (Philippines), iRely has nearly 40 years of experience providing end-to-end ERP and CTRM to over 500 customers in more than 25 countries.
Here at iRely, we understand that your Business isn't simple, but our Innovative Software Solutions are.
