Software Support Consultant

This is a fully remote position, open to applicants in India.

📋 Description

• Execute system design and configuration tasks.

• Create and develop various reports.

• Undertake testing and remediation processes.

• Conduct data conversion activities.

• Design integrations for different systems.

• Offer software support to users.

• Investigate and replicate issues, providing fixes and workarounds, while verifying changes and maintaining ongoing support.

• Address and resolve challenging client support tickets.

• Monitor and manage support metrics, such as backlog, closure times, workload distribution, response and resolution times, and escalations.

• Implement suitable development methodologies and best practices to ensure successful and timely project delivery.

• Collaborate through requirements gathering, testing, rollout, and operational phases to facilitate smooth transitions.

• Summarize and present outcomes to team members and clients across the globe.

• Comprehend technical requirements to ensure precise implementation.

• Work with data to extract insights via reports and dashboards.

• Contribute to the timely completion of multiple projects within a virtual global team.

• Collaborate with Tango's US-based teams and global clients.

• Travel internationally as required to engage with clients.

⛳️ Requirements

• Strong communication skills to effectively interact with international team members and clients.

• Ability to swiftly understand business processes and the role of technology in enabling them.

• Solid understanding of the Software Development Life Cycle (SDLC) or software implementation lifecycle.

• Previous experience in system configuration based on design specifications is advantageous.

• No prior experience with Oracle or ADF is required.

• Capability to investigate and replicate issues, offer fixes and workarounds, verify changes, and ensure ongoing software support.

• Skill in addressing complex client tickets and resolving them efficiently.

• Ability to monitor and manage support metrics, including ticket backlog, average closure time, workload distribution, first response time, resolution time, and escalations.

• Strong understanding of databases such as Oracle and SQL Server.

• Proficient in Excel.

• Proficient in SQL.

• Familiarity with development methodologies like agile and waterfall, along with best practices such as client reviews, QA procedures, and unit testing.

• Ability to collaborate during requirements gathering, testing, rollout, and operational phases.

• Skill in summarizing and presenting results to global team members and clients.

• Capacity 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 a plus.

• Ability to work with data and extract insights through reports or dashboards is an added benefit.

• Capacity to thrive in a virtual global team environment and contribute to the timely delivery of multiple projects.

• Willingness to travel internationally as required.

• Availability to work from 3 PM IST to 12 AM IST with appropriate meal breaks.

• Bachelor's or Master's degree in Computer Science, MIS, IT, or a related computer discipline.

• 3–6 years of relevant consulting experience in medium-to-large-scale technology solution delivery projects.

• Familiarity with tools such as Jira, Zendesk, or similar platforms.

• Extensive experience in 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 availability is required.

🏝️ Benefits

• Opportunity to work from home.

• Scheduled breaks for meals.

• Potential to gain extensive knowledge across various client sectors.

• Opportunities for international travel as needed to work with clients.